Freshminds has been retained by a large transport and logistics firm to find a Head of Customer Excellence.
Reporting to the Director of Transformation, you will lead the customer excellence agenda across a complex, multi‑site operation, translating customer insight into actionable programmes that improve customer outcomes and drive measurable performance improvement.
Responsibilities
Lead customer insight and NPS programmes, translating data into clear, prioritised improvement initiatives
Own and evolve the contact centre function, including transformation to a digital‑first operating model
Define and embed customer experience strategy, aligning service levels with commercial and operational objectives
Establish governance frameworks to drive delivery of customer‑focused improvement initiatives across the business
Act as a visible advocate for the customer, influencing senior stakeholders across commercial, marketing and operations
Requirements
Senior customer experience, insight or service transformation leadership experience
Strong track record of translating customer insight into delivered operational change
Experience leading contact centre or service model transformation programmes
Proven ability to influence and align senior stakeholders across commercial and operational functions
Strategic mindset combined with a pragmatic, delivery‑focused approach
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