Head of Customer Experience

Overview

Our client is one of the UK''s leading suppliers of B2C Solar solutions. As part of their rapid growth plans they are now seeking a Head of Customer Excellence. This is an opportunity to become the voice of the business, working across multiple functions and leading the customer journey from end to end.On a daily basis you will interact with marketing, sales, and customer service, ensuring continuity in the way that customers are approached, treated and dealt with throughout their journey. You will set the tone of voice for responding to customer reviews across all channels and identify quality feedback that can be used by the marketing team. You will create and own the customer journey to ensure continuity and the best customer outcomes, including a review of the customer service function, how they operate, and what technology could be introduced to improve customer experience. The role puts the customer at the heart of everything the company does.It is essential that you have experience with a company that has a significant B2C client base with a high order value. Experience in the home improvement sector (e.g., kitchens, bathrooms, windows, conservatories, high-value fitted furniture) would be advantageous.Responsibilities

Define and own the customer journey end to end to ensure continuity and strong customer outcomes.Review and optimise the customer service function, including operating processes and technology needs to improve CX.Set the tone of voice for responses to customer reviews across channels and capture actionable feedback for marketing.Collaborate with marketing, sales, and customer service to maintain consistent customer engagement and approach.Act as the voice and advocate for the customer within the business.Qualifications and experience

Experience leading customer excellence or customer experience in a B2C environment with high-value orders.Background in home improvement or related sectors is advantageous.Strong cross-functional collaboration and ability to influence across functions.Excellent communication skills and strategic mindset.Job details

Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: Customer Service and MarketingIndustries: Consumer ..... full job details .....