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- Tasks: Lead and innovate the customer experience strategy to enhance service delivery and drive efficiency.
- Company: Join a forward-thinking group focused on customer satisfaction and operational excellence.
- Benefits: Competitive salary, professional development, and opportunities for impactful leadership.
- Why this job: Shape the future of customer experience with cutting-edge technologies and a customer-first mindset.
- Qualifications: Experience in customer service strategy and team leadership is essential.
- Other info: Dynamic role with opportunities for growth and innovation in a collaborative environment.
The predicted salary is between 54000 - 84000 £ per year.
We have an excellent opportunity for the successful candidate to develop and lead the Danesmoor Group customer experience strategy, with a focus on improving service delivery, enabling sales, and driving efficiency across the customer journey. The Group Head of Customer Experience will design and implement scalable processes, systems, and technologies (including AI) to enhance service quality, reduce operational costs, and support business growth.
As a strategic leader, the successful candidate will align cross-functional teams around a unified customer vision, embed a culture of continuous improvement, and champion innovation in service. With responsibility for team leadership and stakeholder engagement, this role ensures the customer function is agile, data-led, and commercially focused.
Responsibilities & Key Tasks
- Develop and lead the customer experience strategy aligned with business goals, driving service excellence, customer satisfaction, and commercial impact.
- Design and implement scalable processes, systems, and customer journey frameworks to improve consistency, efficiency, and service quality.
- Adopt and leverage new technologies (including AI and automation) to enhance customer experience, reduce costs, and support sales enablement.
- Use data and insights to identify trends, measure performance, and drive continuous improvement across all customer touchpoints.
- Collaborate cross-functionally with Sales, Marketing, Operations, and Digital teams to align and optimise the end-to-end customer journey.
- Lead, coach, and develop the customer experience team to build capability, accountability, and a high-performance culture.
- Embed a customer-first mindset across the organisation, acting as a senior advocate for customer needs and expectations.
- Monitor and manage KPIs, including NPS, customer satisfaction, resolution time, and cost-to-serve metrics.
- Monitor customer satisfaction metrics and feedback to identify trends and opportunities for improvement.
- Implement and manage customer feedback systems and processes to proactively capture, analyse, and respond to customer concerns.
- Stay ahead of industry trends to identify innovative tools, techniques, and best practices that can improve customer outcomes and operational effectiveness.
Essential Requirements:
- Degree level education or equivalent experience in business, customer service, commercial and marketing or a related field.
- Proven experience in senior customer service/experience, service design, or customer strategy role.
- Demonstrated success in design and implementation of customer excellence strategies, systems, and processes.
- Experience developing & leading high-performance teams.
- Experience in deploying technology & automation (AI) to improve customer excellence & operational efficiency.
- Strong record of cross functional collaboration and influencing at all levels.
- Customer Experience or Service Design certification.
- Strategic thinker with strong commercial awareness.
- Leadership & team development capabilities.
- Communication, stakeholder collaboration, and influencing.
- Analytical & problem-solving mindset.
- Change management.
- Advanced understanding of customer excellence measurement tools (NPS & other metrics).
- Competencies with data analysis and customer insight tools.
- Proficiency with ERP and CRM systems.
- Ability to manage a budget, experience in P&L management, and deliver ROI focused initiatives.
- Ability to travel occasionally to visit suppliers, customers and showrooms.
- Ability to flexibly support business demands across working hours.
Desirable
- Postgraduate in Business, Customer Strategy, or Digital Innovation.
- Experience in a B2B or B2C multi-channel environment.
- Experience in leading customer experience transformations in complex, multi-channel organisation.
- Project management or change management qualifications (LEAN, Agile, PRINCE2).
- Familiarity with AI, automation, and digital services technology.
Group Head of Customer Experience in Newton Aycliffe employer: The Danesmoor Group
Contact Detail:
The Danesmoor Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Head of Customer Experience in Newton Aycliffe
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can enhance their customer experience strategy. We want to see your passion shine through!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Group Head of Customer Experience in Newton Aycliffe
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience strategy and service design. We want to see how your skills align with our goals at StudySmarter!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved customer satisfaction or implemented successful strategies. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional achievements. Be yourself, and don’t be afraid to show your passion for customer experience!
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at The Danesmoor Group
✨Know Your Customer Experience Strategy
Before the interview, make sure you understand the company's current customer experience strategy and how it aligns with their business goals. Be ready to discuss how you can enhance service delivery and drive efficiency across the customer journey.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your experience in developing high-performance cultures and how you've embedded a customer-first mindset within your previous organisations.
✨Emphasise Data-Driven Decision Making
Be prepared to talk about how you've used data and insights to identify trends and measure performance. Discuss specific KPIs you've monitored, like NPS or customer satisfaction metrics, and how you've driven continuous improvement based on that data.
✨Stay Ahead of Industry Trends
Research the latest trends in customer experience, especially regarding AI and automation. Be ready to share your thoughts on innovative tools and techniques that could improve customer outcomes and operational effectiveness in the role.
