Head of Customer Experience

Head of Customer/Client Experience Scotland, open to multiple locations Are you a dynamic, data-driven, and relationship-focused Client Experience expert, looking to shape and deliver a world-class customer journey that drives loyalty, satisfaction, and long-term value? My client, a fast-growing professional services firm in Scotland, has created a new role to support their clients by ensuring the business operates in line with best practices across the group, maintaining high levels of satisfaction & repeat business. This role demands a blend of strategic foresight and operational excellence, the ability to design a customer experience strategy at scale while delving into the details of process, systems, and service design to bring it to life. If you're a natural problem-solver with strong technical acumen, exceptional stakeholder management skills, and a passion for using data and technology to deliver measurable impact, then this could be a great fit for you. Key Responsibilities: Strategic Leadership: Define and execute the company's client experience strategy, ensuring alignment with business objectives and long-term growth goals. Champion the voice of the client across the business, using insight and feedback to shape product, service, and operational priorities. Develop and oversee frameworks for measuring and improving customer satisfaction, retention, and advocacy (e.g. NPS, churn). Partner with senior leadership to embed client-centric thinking into business decisions and processes. Operational Excellence: Oversee end-to-end client journeys, ensuring seamless experiences across all touchpoints — digital, operational, and human. Use data and technology to identify friction points, drive root cause analysis, and implement scalable improvements. Own key performance metrics such as Customer Lifetime Value (CLV) and Customer Retention Rate, ensuring commercial efficiency alongside exceptional experience. Lead process and service design initiatives to improve speed, quality, and consistency of client delivery. Implement tools and systems that enable a unified view of the customer, leveraging CRM and analytics platforms to drive insight-led action. Drive strategies to increase client wallet share and cross-selling. Analytical & Tech Focus: Build and maintain advanced dashboards to track client behaviour, engagement, and satisfaction. Partner with Product, Growth, and Data teams to build predictive models and identify opportunities for proactive intervention. Develop and maintain automation, AI, and digital solutions to enhance service delivery and personalise client interactions at scale. Leadership & Collaboration: Build and inspire a high-performing Client Experience team, fostering a culture of accountability, curiosity, and continuous improvement. Collaborate closely with cross-functional teams — including client-facing teams, Product, Marketing, Operations, and Technology — to ensure a cohesive customer journey. Present clear, data-backed recommendations to leadership and drive cross-company alignment around client experience priorities. What We're Looking For: Experience leading Customer/Client Experience in a data-driven environment, ideally in a service industry. Strong analytical and commercial mindset — able to link client satisfaction directly to growth, retention, and profitability. Hands-on operator who thrives on detail and execution while maintaining strategic oversight. An understanding of client experience technologies, CRM platforms, and digital automation tools. Inspirational leader who can influence at all levels and build buy-in around a client-first vision. Why Join: This is an opportunity to define and deliver the customer strategy for a forward-thinking, fast-scaling business. You'll have the autonomy to design the customer experience function from the ground up — combining technology, data, and creativity to build something truly exceptional. If you're interested in the above, please reach out to Kevin in Broadgate to have a confidential chat.