Director of Customer Experience

Job Title:
Director of Customer Experience

Salary:
Competitive + Executive Benefits Package

Location:
UK-Based (Regular Travel Required)

Work Type:
Permanent

Role:
An exceptional opportunity to join a high-growth technology services business at a pivotal stage in its journey.

This organisation has built a reputation for delivering outstanding customer outcomes and is now entering an exciting new phase of growth and transformation. Customer experience has been a key differentiator throughout its success, and with increasing market competition, the business is investing heavily in ensuring it remains ahead of the curve.

The Director of Customer Experience will take ownership of the complete customer journey, ensuring every interaction strengthens relationships, drives loyalty, and creates long-term commercial value. This is a highly visible leadership role requiring a strategic thinker who is equally comfortable operating at board level and engaging directly with customers and operational teams.

You will play a key role in shaping how customer insight, data, and emerging AI technologies are leveraged to create market-leading experiences while driving retention, advocacy, and sustainable growth.

Responsibilities:

• Own and continuously improve the end-to-end customer experience across multiple service offerings and customer touchpoints.

• Develop and maintain a real-time understanding of customer sentiment, engagement, and risk.

• Design and implement proactive customer health and early-warning frameworks to identify potential issues before they impact customer relationships.

• Lead complex customer escalations and high-priority service situations, ensuring swift resolution and long-term improvements.

• Drive the evolution of customer insight capabilities through AI, sentiment analysis, behavioural analytics, and data-driven decision making.

• Transform customer feedback and operational intelligence into actionable business recommendations and strategic initiatives.

• Identify opportunities to improve customer retention, expansion, advocacy, and overall lifetime value.

• Partner with senior stakeholders across commercial, operational, technical, and support functions to embed a customer-first culture.

• Lead business-wide change initiatives that positively impact customer outcomes and operational performance.

• Build strong relationships with key customers through regular engagement, strategic reviews, and proactive communication.

• Establish meaningful reporting, governance, and customer performance frameworks that support both operational teams and senior leadership.

• Create and maintain customer risk management processes, ensuring actions are taken before dissatisfaction develops.

• Develop forecasting models that provide visibility of retention performance, growth opportunities, and customer health trends.

Required Skills:

• Proven experience in a senior Customer Experience, Customer Success, Customer Operations, or Service Leadership role.

• Strong background within technology services, managed services, professional services, SaaS, or complex B2B environments.

• Commercially astute with a strong understanding of retention, recurring revenue models, customer lifetime value, and growth metrics.

• Demonstrable experience implementing customer insight, sentiment analysis, AI-driven analytics, or customer intelligence programmes.

• Strong change management and transformation leadership capability.

• Experience influencing and driving outcomes across large, cross-functional organisations.

• Excellent stakeholder management skills with the ability to engage effectively at executive, operational, and customer levels.

• Data-driven mindset with the ability to convert complex information into clear business decisions.

• Outstanding communication, presentation, and relationship-building skills.

Why should I apply?

This is a rare opportunity to shape the future of customer experience within an ambitious, fast-growing organisation that genuinely views customer success as a strategic priority.

You will have the autonomy to influence business-wide decisions, implement innovative customer programmes, and leverage emerging AI technologies to redefine how customer relationships are managed and strengthened.

The role offers significant scope to leave a lasting impact, driving measurable improvements in customer loyalty, retention, advocacy, and commercial performance. You will work alongside talented leaders, contribute to meaningful transformation initiatives, and play a central role in helping the organisation achieve its next stage of growth.

For an experienced customer leader who thrives on ownership, innovation, and delivering exceptional outcomes, this represents a career-defining opportunity
Only candidates based in UK and eligible to work in UK are allowed