Job Description
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