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Director of Customer Experience Transformation
Location: Milton Keynes / Hybrid
Reporting to: COO
About Us
We're on a mission to make home moving easier. With over 140
million visits per month across UK movers, and customers spending more than a billion minutes on Rightmove, our digital-first, high-traffic platform is central to the UK market. We provide a full suite of products and services to help our customers grow and succeed.
The Role
As our Director of Customer Experience Transformation, you'll craft and drive a step-change CX strategy aligned to our mission and digital ambitions. You'll modernise support systems, embed efficiency and AI capabilities, define meaningful KPIs, and lead a people-focused transformation on how we deliver customer excellence.
Key Responsibilities
Strategy & Innovation
* Define and deliver a transformation roadmap bringing together operational excellence, digital innovation (including AI/self-service), and customer-centric design.
* Monitor customer insight, competitor behaviour, technology trends, and industry benchmarks to adapt and evolve the CX vision.
* Introduce differentiated, forward-looking CX solutions to elevate our service proposition.
* Lead budgeting and forecasting for CX transformation efforts.
Leadership & Change Management
* Design and implement an operating model to support CX strategy at scale.
* Plan and manage change: assess impacts, risks, training needs and stakeholder communication throughout rollout.
* Build, mentor and retain a high-performing team, fostering a continuous learning and ownership culture.
Operational Excellence & Customer Centric Delivery
* Develop and manage KPIs (e.g. CSAT, NPS, time-to-value, resolution rate) to measure performance and inform continuous improvement.
* Map key customer journeys ("moments of truth"), identify friction, and lead improvement initiatives.
* Embed systems and processes to capture, analyse and act on customer feedback in real time.
* Champion customer-centricity across functions and in decision-making.
Communication & Collaboration
* Provide regular updates to executive stakeholders on insights, progress, risks and wins.
* Keep the CX team aligned with broader company news, strategy and values.
* Collaborate with Product Development, Marketing, Sales and Operations to ensure seamless end-to-end CX.
* Promptly escalate any issues impacting strategy fulfilment.
Who We're Looking For
* A customer-obsessed leader, passionate about building world-class CX and driving innovation.
* Strategic thinker and problem solver who connects insight to action and brings teams with them.
* Skilled multitasker, able to balance multiple strategic and operational priorities.
* Clear communicator - able to translate complex strategy into plain language across audiences.
* Strong ownership mentality: high accountability for quality of delivery.
* Proven track record in senior CX or Customer Transformation roles, ideally in digital or SaaS-driven environments
* Experience implementing scalable digital support, AI-enabled tooling, and self-service adoption.
* Excellent stakeholder management, leadership experience, preferably in fast-paced/agile environments.
* Coach and mentor mindset: committed to growing others.
* Naturally curious, data-driven, adaptable and pragmatic in execution.
Why Join?
* Lead high-impact transformation in a high-visibility role within a digitally-driven, UK-leading consumer platform.
* Join a culture that values innovation, collaborative leadership and continuous improvement.
* Influence the future of how hundreds of thousands of home movers and customers experience Rightmove.
If you're excited by the prospect of reimagining customer experience at scale - through strategy, data, innovation and strong team leadership - let's talk.
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