Head of Customer Experience
Artemis Human Capital is proud to be exclusively partnering with a leading Utilities firm to recruit a Head of Customer Experience (CX), as the company transitions to its new state-of-the-art offices in Mallusk.
This is an exciting newly created leadership role, reporting directly to the Sales Director, with a strategic focus on elevating the customer journey and delivering excellence at every touchpoint. The ideal candidate will bring a strong background in leading large-scale operational teams, with a proven track record of optimising processes and implementing impactful customer-centric strategies.
Key Responsibilities
* Develop and execute a comprehensive CX strategy aligned with business goals.
* Lead and inspire cross-functional teams to deliver exceptional customer experiences.
* Establish and monitor CX metrics, KPIs, and feedback loops to drive continuous improvement.
* Champion customer advocacy and ensure the voice of the customer is embedded in decision-making.
* Collaborate with sales, onboarding, billing, and marketing teams to enhance customer touchpoints.
* Implement best-in-class CX practices and digital tools to streamline customer interactions.
* Manage customer feedback channels and oversee resolution of escalated issues.
* Stay abreast of industry trends and regulatory changes impacting customer experience.
Qualifications
* 5+ years of experience in customer experience leadership roles, preferably in the energy sector.
* Proven track record of implementing successful CX strategies and initiatives.
* Strong leadership, communication, and stakeholder management skills.
* Expertise in CX tools, CRM systems, and customer journey mapping.
* Analytical mindset with the ability to interpret data and drive insights.
Leadership & Best Practices
The Head of CX will be a strategic leader who fosters a culture of empathy, accountability, and innovation. They will lead by example, mentor teams, and promote best practices in customer engagement, service design, and operational excellence. This role requires a proactive mindset, resilience, and the ability to influence at all levels of the organisation.
Compensation & Benefits
* Base Salary: £55,000 – £65,000 per annum (depending on experience)
* Performance Bonus: Up to 25% of base salary
* Private healthcare
* Pension scheme with employer contribution of 8%
* 25 days annual leave plus public holidays
* Flexible and hybrid working arrangements
* Life insurance and income protection
* Professional development and training
Contact
Nicky Strutt for more information
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