Director of Customer Experience, Jobs, 780
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Director of Customer Experience, Jobs, 780
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Link Group Ltd Director of Customer Experience, Jobs, 780
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Link Group Ltd Director of Customer Experience Link Group Falkirk/Hybrid £92,664 - £112,651 p.a. Full-time
Are you a visionary leader passionate about customer experience, data-driven service transformation, and leading change? Link Group is seeking an exceptional Director of Customer Experience to shape and drive the Groups ambitious and high-impact Customer Experience Strategy. This is a pivotal, senior leadership role that sits within the Communities Directorate and carries the opportunity to influence meaningful change across the Link Groups broad portfolio.
This newly formed directorate isnt about traditional housing or digital services its a strategic reimagining of how we engage with our customers. People, data, change and technology are the pillars of this transformation. Youll lead the co-design and delivery of a unified Customer Hub a responsive, intelligent, and customer-first model of service leading a newly formed and skilled team of colleagues. The role is based at Watling House in Falkirk, with limited travel required, and offers a collaborative and supportive environment under a values-led executive team.
Our challenge is clear. As Link has grown, so has the volume and complexity of customer contact. The way we operate must evolve to match this. From reducing call volumes and wait times to enabling seamless digital self-service, our goals are to eliminate duplication, enhance customer satisfaction, and build services that anticipate and meet the diverse needs of our customers. This means introducing automation, implementing skills-based routing, and leveraging powerful CRM and CCaaS platforms to deliver a consistent and intuitive experience across all channels.
Youll bring strong leadership experience in customer engagement from any large-scale customer-facing industry, with a deep understanding of modern CX methodologies, including journey mapping, agile test-and-learn approaches, and digital self-service design. You dont need to be a technologist, but you must be tech-savvy able to align digital capabilities with what customers truly want and need. Experience managing transformation at scale and leading cultural change will be vital.
This is more than a service improvement initiative its about embedding a customer-first ethos at the heart of everything we do. Youll have the strategic scope to implement systems and tools that translate real-time data into meaningful insights, enabling predictive, personalised, and proactive service. Youll also play a key role in shaping the wider Groups business planning and strategy.
If you are inspired by the opportunity to lead a programme of genuine impact improving lives, building trust, and setting new standards in service excellence then we would love to hear from you.
For a confidential discussion about the role, get in touch with Nigel Fortnum or David Currie at Aspen People on 0141 212 7572 or
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