Overview
Join to apply for the Head of Customer Experience role at UBT.
This range is provided by UBT. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Description
Responsibilities
* Lead, coach, and inspire the teams that take care of the customer journey – Customer Onboarding, Customer Support, Customer Experience and Fulfilment (20+ team members across two teams).
* Provide direct leadership to the Customer Support Manager and Customer Care Manager.
* Foster a culture of ownership, collaboration, and continuous improvement.
* Champion employee engagement, retention, and growth through structured development plans and clear career pathways.
* Define and drive the customer experience strategy, ensuring alignment with company goals.
* Map out the customer journey, review each stage and give it a RAG status to continually improve the experience at every touch point.
* Promote a customer-first culture focused on quality, speed, and consistency.
* Embed a strong service mentality that prioritizes responsiveness, accuracy, and customer satisfaction.
* Own all service KPIs, SLAs, and response time targets—ensuring they are consistently met or exceeded.
* Implement a robust performance framework across teams, using data to drive improvements and accountability.
* Deliver regular reporting to senior leadership, with actionable insights and plans for underperformance.
* Oversee the development and optimisation of end-to-end customer processes.
* Lead strategic initiatives to streamline workflows, reduce friction, and scale service delivery.
* Drive a program of continuous improvement, including implementation of new technologies, systems, and service standards.
* Act as the bridge between CX and other departments including Sales, Operations, Procurement, and IT.
* Ensure seamless onboarding, order fulfilment, and post-sale support through strong interdepartmental collaboration.
* Handle high-level customer escalations, ensuring timely and effective resolution.
Qualifications
* Prior experience in a strategic CX leadership role.
* Proven track record of implementing and leading transformational change.
* Proven success in leading and motivating large, multi-function teams.
* Strong track record of delivering against KPIs, improving response times, and driving cultural change.
* Proven experience of using data to shape departmental success.
* Experience managing both reactive support and proactive customer care functions.
* Confident change agent with experience delivering transformation programs.
* Data-driven decision-maker with strong analytical and reporting skills.
* Excellent communication, interpersonal, and conflict resolution skills.
* Proficient in ERP and CRM systems, Excel, and performance dashboards.
Details
* Hours: 8.00am-5pm Monday - Friday
* Potential work one day per week from home
Seniorities & Employment
* Seniority level: Director
* Employment type: Full-time
* Job function: Customer Service, Management, Administrative
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