Head of Customer Experience

Role Overview

Lead the future of Customer Experience at Insights, shaping a world-class Customer Experience function and creating seamless, proactive, and commercially impactful experiences that drive loyalty, retention, and growth.

What You Will Do

Create and deliver global Customer Experience strategy, lead and develop a team, drive shift from reactive support to proactive customer enablement, and leverage AI, automation, and technology to improve experience and efficiency.

Why It Might Be a Fit

You'll thrive here if you're visionary, commercially astute, collaborative, human-centred, and innovative, with a passion for developing high-performing teams and future leaders.

Requirements

• Experience leading Customer Experience, Customer Success or Service functions at scale
• A track record of leading transformation and driving change
• Strong commercial acumen and the ability to connect customer outcomes with business performance
• Expertise in customer journey design, Voice of Customer and service excellence
• Brilliant influencing skills across complex, global matrix organisations
• A passion for developing high-performing teams and future leaders
• Confidence using data, insight and technology to drive better decisions and outcomes

Benefits

• 37 days holidays
• Discretionary Annual Bonus
• Private Medical Insurance/BUPA Menopause Plan
• Income Protection
• Pension Plan
• Health Cash Plan
• Life Assurance
• Electric Car Scheme
• Gym-flex
• Employee Giving
• My Advantage – Employee Discounts
• Critical Illness cover
• Employee Assistance Program
• Holiday purchase option
• Flexible working

Originally posted on Himalayas