Recruitment Agency in Norfolk - P + S Personnel Services

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Head of Customer Experience

Head of Customer Experience

  • Location: York
  • Salary: Negotiable
  • Working Hours: Full Time
  • Length of Employment: Perm
  • Reference: PS2792SO
  • Sector: Customer Services
  • Vacancy First Advertised: 05th Aug 2019

P+S Personnel are pleased to be working on behalf of our clients, who are currently seeking a Head of Customer Experience to join their team based in Leeds, Manchester or York, on a full time permanent basis.

The Head of Customer Experience will create and lead the implementation of an innovative and exciting customer experience plan that delivers a consistent and trusted brand experience on a multi-site, multi-channel basis.

The expectation is for this post to create competitive advantage and ultimately be responsible for improving the customer experience.

The post holder will be a credible, experienced leader with a demonstrable track record in developing and delivering customer experience improvements in a demanding, real-time customer environment.

The post holder will have high levels of intellectual and emotional intelligence and be able to influence and engage colleagues and stakeholders to support their plans.

Principle Accountabilities:
• Define and lead the delivery of a customer experience plan to deliver business targets for customer satisfaction
• Use deep customer insight, both through research, use of e-CRM and other channels, to generate an extensive understanding of customers’ views and needs that is used to develop the customer experience and other relevant plans
• Define and introduce new standards for customer service, and support the regional teams with bespoke reports, KPIs and guidance
• Lead the delivery of the Customer Experience Centre in providing a 24/7 contact point for customers and generating valuable business intelligence
• Develop and deliver an external communications plan to protect and enhance the Company’s reputation, using traditional and social media
• Lead relationships with external partners including the Institute of Customer Service, Transport Focus and others to improve and benchmark against rail and non-rail competitors
• Manage the preparation and testing of effective contingency plans for communicating with employees, media, stakeholders and shareholders during a major incident

Experience, Knowledge, Qualifications & Training:
• Graduate in a relevant discipline
• Significant customer focused experience in a retail or regulated sector
• Strong analytical and problem-solving skills
• Excellent communications skills, particularly to explain the vision for customer service in a clear, compelling way
• Rail or transport experience would be an advantage but is not mandatory

If this is a role you are interested in, please apply online ensuring your CV is up to date.

Alternatively, please email your CV directly to

P + S

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As part of the terms and conditions, all vacancies are advertised by equal opportunities employers.