Customer Experience & Proposition Lead | £100,000–£120,000 + 50% Bonus + Car Allowance | Central London (Hybrid, 3 days per week)
A nationally recognised, market-leading organisation is seeking a revolutionary Customer Experience & Proposition Lead / Head of Customer Experience to redefine how millions of their customers engage with its services across the UK.
As the Customer Experience & Proposition Lead / Head of Customer Experience, you will step into a new, high-impact role with the rare opportunity to build a customer-strategy function from the ground up. In this role, you will act as the architect of the organisation’s entire customer proposition, shaping how every moment feels.
Salary: £100,000–£120,000 + 50% Bonus + Car Allowance + Benefits
Location: Central London (Hybrid, 3 days per week)
This individual-contributor position spans hands-on data insight generation through to end-to-end customer-journey design and proposition development, giving you direct influence on brand health, commercial performance and long-term customer satisfaction and retention.
The Customer Experience & Proposition Lead / Head of Customer Experience will:
Shape and deliver customer-centric strategies that drive brand vision and commercial growth.
Partner with marketing, operations, digital and tech to embed customer obsession across the business.
Design experiences that increase loyalty, repeat visits and long-term customer value.
Balance creativity with commercial pragmatism to focus excellence where it matters most.
The Customer Experience & Proposition Lead / Head of Customer Experience will:
Be customer obsessed.
Have a strong analytical approach to problem-solving and turning insight into action.
Experience within strategy consultancy and/or consumer-facing organisations.
Have proven experience of leading and implementing new company-wide initiatives.