Head of Customer Experience page is loaded## Head of Customer Experiencelocations: Worthingposted on: Posted Todaytime left to apply: End Date: March 29, 2026 (16 days left to apply)job requisition id: JR8068**Closing Date**2026-03-29Job Title: Head of Customer ExperienceLocation: Hybrid working between our head office in Durrington (Worthing) c2-3 days pw and home.Contract Type: PermanentHours: 37 hours per week, Monday - FridaySalary: Competitive salary commensurate with experience + £500 monthly car allowance, bonus up to 20% and PMI.**About the role**We’re looking for an exceptional leader to shape the future of Customer Experience at Southern Water. This is one of the most influential senior roles within our Customer Directorate, responsible for setting the strategic direction of customer journeys across our business and ensuring we deliver consistently excellent outcomes for our customers.As Head of Customer Experience, you’ll establish clear journey ownership, build a high‐performing CX organisation, and lead the redesign of how we listen to customers, understand root‐cause issues, and improve service. Joining us at a pivotal moment, with major transformation underway, you’ll play a central role in designing a modern, efficient, customer‐centred operation that drives satisfaction, reduces cost to serve, and improves commercial performance.This role reports directly to the Chief Customer Officer and offers significant visibility across our Executive and wider business, with real scope to influence strategic decisions and shape long‐lasting change!What you’ll be responsible for:* Establishing clear ownership of end‐to‐end customer journeys and embedding a structured performance framework with measurable KPIs.* Cross-collaborating customer insight programmes (VOC, complaints insight, operational data, sentiment analysis) and ensuring insight drives action.* Overseeing enterprise‐level CX analytics and using data to prioritise improvements and influence investment decisions.* Applying human‐centred design and service design methodologies to transform priority digital, assisted and operational journeys.* Sponsoring organisation‐wide simplification and modernisation of customer processes, systems and interactions.* Driving continuous improvement and a culture of accountability for customer outcomes across the business.* Owning CX governance frameworks, dashboards and reporting used by senior leadership and the Board.* Ensuring journeys meet regulatory expectations for customer outcomes, fairness, accessibility and protection of vulnerable customers.* Leading and developing a high‐performing CX function of c.15 FTE, with scope for future growth.* Building strong partnerships across Technology, Operations, Marketing, HR, Risk and Compliance.Please note that all our Senior Leaders are required to take part in a standby rota, typically 1 week in 8. More details can be provided at interview.**What you’ll bring to the role:*****Essential**** Demonstrable experience leading large‐scale customer experience, journey transformation or service redesign in complex organisations.* Strong strategic capability with a proven ability to translate insight into measurable CX, cost and commercial improvements.* Expertise in journey management, customer insight, human‐centred design, service design and CX measurement frameworks.* Executive‐level credibility with the ability to influence and challenge senior leaders.* Experience leading multidisciplinary CX teams and building specialist capability.* Strong commercial and financial acumen, including prioritisation and value realisation.* Data‐driven mindset and ability to interpret complex insight to guide action.***Desirable**** Experience navigating regulatory environments, such as utilities, financial services or telecoms, and ensuring compliant customer outcomes.* Familiarity with emerging digital, automation and AI‐enabled customer experience technologies.* Professional training or accreditation in human‐centred design, service design, Lean, Six Sigma or similar continuous improvement methodologies.**About Southern Water**Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.Our mission is to protect and enhance life through water and we need passionate people to help us achieve it. If you’re inspired by our purpose and believe you can contribute, apply today. You don’t need to meet every criterion; what matters most is your drive to make a difference.If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com- )**Our Commitment to Diversity**We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.* We reserve the right to close this advertisement early if we receive a high volume of suitable applications, so if you are interested in the position please do send your application over today to ensure consideration.* We truly appreciate every application. Please note, that due to the volume of interest, we may not be able to provide personalised feedback to all applicants.### Our Benefits* Company and performance-related bonus* Generous pension with up to 11% company contribution* Life assurance payment equal to four times your annual salary* Health benefits through a Cash Plan* Two paid community volunteering days a year* 25 days annual holiday* Occupational health service* Retail discount app* We offer competitive maternity leave, and flexible return to work options
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