Million visits per month across UK movers, and customers spending more than a billion minutes on Rightmove, our digital-first, high-traffic platform is central to the UK market. We provide a full suite of products and services to help our customers grow and succeed. The Role As our Director of Customer Experience Transformation, youll craft and drive a step-change CX strategy aligned to our mission and digital ambitions. Youll modernise support systems, embed efficiency and AI capabilities, define meaningful KPIs, and lead a people-focused transformation on how we deliver customer excellence. Key Responsibilities Strategy & Innovation • Define and deliver a transformation roadmap bringing together operational excellence, digital innovation (including AI/self-service), and customer-centric design. • Monitor customer insight, competitor behaviour, technology trends, and industry benchmarks to adapt and evolve the CX vision. • Introduce differentiated, forward-looking CX solutions to elevate our service proposition. • Lead budgeting and forecasting for CX transformation efforts. Leadership & Change Management • Design and implement an operating model to support CX strategy at scale. • Plan and manage change: assess impacts, risks, training needs and stakeholder communication throughout rollout. • Build, mentor and retain a high-performing team, fostering a continuous learning and ownership culture. Operational Excellence & Customer Centric Delivery • Develop and manage KPIs (e.g. CSAT, NPS, time-to-value, resolution rate) to measure performance and inform continuous improvement. • Map key customer journeys (“moments of truth”), identify friction, and lead improvement initiatives. • Embed systems and processes to capture, analyse and act on customer feedback in real time. • Champion customer-centricity across functions and in decision-making. Communication & Collaboration • Provide regular updates to executive stakeholders on insights, progress, risks and wins. • Keep the CX team aligned with broader company news, strategy and values. • Collaborate with Product Development, Marketing, Sales and Operations to ensure seamless end-to-end CX. • Promptly escalate any issues impacting strategy fulfilment. Who We’re Looking For • A customer-obsessed leader, passionate about building world-class CX and driving innovation. • Strategic thinker and problem solver who connects insight to action and brings teams with them. • Skilled multitasker, able to balance multiple strategic and operational priorities. • Clear communicator - able to translate complex strategy into plain language across audiences. • Strong ownership mentality: high accountability for quality of delivery. • Proven track record in senior CX or Customer Transformation roles, ideally in digital or SaaS-driven environments • Experience implementing scalable digital support, AI-enabled tooling, and self-service adoption. • Excellent stakeholder management, leadership experience, preferably in fast-paced/agile environments. • Coach and mentor mindset: committed to growing others. • Naturally curious, data-driven, adaptable and pragmatic in execution. Why Join? • Lead high-impact transformation in a high-visibility role within a digitally-driven, UK-leading consumer platform. • Join a culture that values innovation, collaborative leadership and continuous improvement. • Influence the future of how hundreds of thousands of home movers and customers experience Rightmove.