Head of Customer/Client Experience
Scotland, open to multiple locations
Are you a dynamic, data-driven, and relationship-focused Client Experience expert, looking to shape and deliver a world-class customer journey that drives loyalty, satisfaction, and long-term value? My client, a fast-growing professional services firm in Scotland, has created a new role to support their clients by ensuring the business operates in line with best practices across the group, maintaining high levels of satisfaction & repeat business.
This role demands a blend of strategic foresight and operational excellence, the ability to design a customer experience strategy at scale while delving into the details of process, systems, and service design to bring it to life.
If you're a natural problem-solver with strong technical acumen, exceptional stakeholder management skills, and a passion for using data and technology to deliver measurable impact, then this could be a great fit for you.
Key Responsibilities:
Strategic Leadership:
* Define and execute the company's client experience strategy, ensuring alignment with business objectives and long-term growth goals.
* Champion the voice of the client across the business, using insight and feedback to shape product, service, and operational priorities.
* Develop and oversee frameworks for measuring and improving customer satisfaction, retention, and advocacy (e.g. NPS, churn).
* Partner with senior leadership to embed client-centric thinking into business decisions and processes.
Operational Excellence:
* Oversee end-to-end client journeys, ensuring seamless experiences across all touchpoints — digital, operational, and human.
* Use data and technology to identify friction points, drive root cause analysis, and implement scalable improvements.
* Own key performance metrics such as Customer Lifetime Value (CLV) and Customer Retention Rate, ensuring commercial efficiency alongside exceptional experience.
* Lead process and service design initiatives to improve speed, quality, and consistency of client delivery.
* Implement tools and systems that enable a unified view of the customer, leveraging CRM and analytics platforms to drive insight-led action.
* Drive strategies to increase client wallet share and cross-selling.
Analytical & Tech Focus:
* Build and maintain advanced dashboards to track client behaviour, engagement, and satisfaction.
* Partner with Product, Growth, and Data teams to build predictive models and identify opportunities for proactive intervention.
* Develop and maintain automation, AI, and digital solutions to enhance service delivery and personalise client interactions at scale.
Leadership & Collaboration:
* Build and inspire a high-performing Client Experience team, fostering a culture of accountability, curiosity, and continuous improvement.
* Collaborate closely with cross-functional teams — including client-facing teams, Product, Marketing, Operations, and Technology — to ensure a cohesive customer journey.
* Present clear, data-backed recommendations to leadership and drive cross-company alignment around client experience priorities.
What We're Looking For:
* Experience leading Customer/Client Experience in a data-driven environment, ideally in a service industry.
* Strong analytical and commercial mindset — able to link client satisfaction directly to growth, retention, and profitability.
* Hands-on operator who thrives on detail and execution while maintaining strategic oversight.
* An understanding of client experience technologies, CRM platforms, and digital automation tools.
* Inspirational leader who can influence at all levels and build buy-in around a client-first vision.
Why Join:
This is an opportunity to define and deliver the customer strategy for a forward-thinking, fast-scaling business. You'll have the autonomy to design the customer experience function from the ground up — combining technology, data, and creativity to build something truly exceptional.
If you're interested in the above, please reach out to Kevin in Broadgate to have a confidential chat.