Group Head of Customer Experience

Danesmoor Group; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading service organization in the United Kingdom is seeking a Group Head of Customer Experience to develop and implement a comprehensive customer experience strategy. This role focuses on enhancing service delivery, driving efficiency across the customer journey, and leveraging new technologies, such as AI. The ideal candidate will have a proven track record in leading teams, developing customer excellence strategies, and adapting to industry trends. This full-time position demands communication and analytical skills while fostering a culture of continuous improvement.

Qualifications

• Proven experience in senior customer service/experience roles.
• Experience leading high-performance teams.
• Strong record of collaboration and influence.

Responsibilities

• Develop and lead the customer experience strategy.
• Design scalable systems to improve service quality.
• Leverage AI and automation to enhance customer experience.

Skills

Strategic thinking

Cross-functional collaboration

Analytical mindset

Customer experience innovation

Change management

Leadership development

Education

Degree level education in business or related field

Postgraduate in Business or Customer Strategy

Tools

Customer insight tools

ERP systems

CRM systems

Job description

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.
• 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.
• 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.