Hybrid Director, Customer Experience Transformation

Posted last month

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About the role

  • Define and deliver a CX transformation roadmap combining operational excellence, digital innovation (including AI/self-service), and customer-centric design
  • Monitor customer insight, competitor behaviour, technology trends, and industry benchmarks to evolve CX vision
  • Introduce differentiated CX solutions to elevate service proposition and lead budgeting and forecasting for transformation efforts
  • Design and implement an operating model to support CX strategy at scale; plan and manage change, assess impacts and risks, and manage training and stakeholder communications
  • Build, mentor and retain a high-performing team, fostering a continuous learning and ownership culture
  • Develop and manage KPIs (e.g., CSAT, NPS, time-to-value, resolution rate), map customer journeys, identify friction, and lead improvement initiatives
  • Embed systems and processes to capture, analyse and act on customer feedback in real time and champion customer-centricity across functions
  • Provide regular updates to executive stakeholders; collaborate with Product Development, Marketing, Sales and Operations; promptly escalate issues impacting strategy fulfilment

Requirements

  • Proven track record in senior CX or Customer Transformation roles, ideally in digital or SaaS-driven environments
  • Experience implementing scalable digital support, AI-enabled tooling, and self-service adoption
  • Excellent stakeholder management and leadership experience, preferably in fast-paced/agile environments
  • Coach and mentor mindset; committed to growing others
  • Customer-obsessed leader with strategic thinking and problem-solving skills
  • Skilled multitasker with strong ownership mentality and clear communication
  • Data-driven, naturally curious, adaptable and pragmatic in execution
  • Minimum Experience: Senior Manager/Supervisor

Benefits

  • Hybrid working (Milton Keynes / Hybrid)
  • High-visibility leadership role within a UK-leading consumer platform
  • Culture that values innovation, collaborative leadership and continuous improvement
  • Opportunity to influence the customer experience for hundreds of thousands of users

Job title

Director, Customer Experience Transformation

Job type

Experience level

Lead

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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