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This range is provided by Link Group Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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More information can be found on our dedicated recruitment microsite: https://www.aspenpeople.co.uk/microsite/linkgroup/
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 Group’s 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 Group’s broad portfolio.
This newly formed directorate isn’t about traditional housing or digital services – it’s a strategic reimagining of how we engage with our customers. People, data, change and technology are the pillars of this transformation. You’ll 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.
You’ll 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 don’t 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 – it’s about embedding a customer-first ethos at the heart of everything we do. You’ll have the strategic scope to implement systems and tools that translate real-time data into meaningful insights, enabling predictive, personalised, and proactive service. You’ll also play a key role in shaping the wider Group’s 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 7555.
More information can be found on our dedicated recruitment microsite at: https://www.aspenpeople.co.uk/microsite/linkgroup/
Closing date for applications: Monday 28th July 2025
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Non-profit Organizations, Housing and Community Development, and Housing Programs
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