Head of Customer Experience
Core
Setting customer experience strategy, defining service standards, and ensuring internal teams and delivery partners deliver on the brand promise across service, retention, claims, and fulfilment.
Role type
Head of Customer Experience (Strategic Leadership)
Builds
Customer experience strategy and service standards for a customer-focused business
Domain
Customer Operations / Service Management
Deliverable
product features
Required skills
Customer journey mapping, NPS and CSAT analysis, service quality frameworks, AI and technology integration, outsourced partner management, retention strategy
Preferred skills
Data-driven decision making, cross-functional leadership
Responsibilities
Act as the voice of the customer across the business, identify improvement opportunities using customer insights, influence change across service and retention functions, collaborate with Customer Care teams and third-party providers to elevate experiences
Seniority
Senior, strategic leadership