Head of Customer Experience

Customer Experience (CX) Lead - Head of CXOur client, a large finance organisation, is seeking a senior Customer Experience (CX) leader to shape, evolve, and deliver the organisation''s customer experience strategy. The successful candidate will own the company''s approach to Net Promoter Score (NPS) as well as lead three core CX functions.This role combines people leadership, operational ownership, and strategic transformation. The ideal candidate will bring strong experience in CX transformation, customer journey management, and Voice of Customer (VoC) programmes, alongside exceptional communication skills suited to executive-level engagement.Key ResponsibilitiesOversee the ongoing management, maintenance, and optimisation of the existing CX platform.Ensure continuous improvement and reliability of tools used to measure and monitor customer sentiment.Lead a team responsible for generating bespoke customer satisfaction insights.Translate insight into actionable recommendations to influence decision-making at senior levels.Build and shape a newly created transformation workstream, responsible for defining the future of CX.Evaluate and select strategic partners (e.g., consultancies) to support long-term customer experience evolution.Develop and deliver the future CX roadmap across platforms, processes, and behaviours.Lead end-to-end CX strategy development across all customer journeys.Drive organisation-wide adoption of Voice of Customer programmes and ensure insight is ..... full job details .....