Head of Customer Experience

2 weeks ago


Gosforth, United Kingdom Karbon Homes Full time

Job description

**Come and make a difference at Karbon as a Head of Customer Experience**

We are looking to appoint a suitably qualified and experienced individual for the role of Head of Customer Experience, to lead the Customer Experience team. This team champions the Karbon Customer Experience, leading on cross-organizational, customer focused projects and providing internal and external customers with services to help realize our customer strategy.

**About the role**

This role is responsible for leading the development, engagement and delivery of the Customer Experience strategic plan, to achieve our customer goals and KPIs. Here you’ll lead the Customer Experience Team deliver cross-team projects and service provision, as well as lead on strategic projects. You’ll lead and influence the whole organisation in delivering our ambition to deliver an excellent customer experience.

**About you**

You’ll already be a Head of Customer Experience or equivalent, where you work across a whole organisation, within a business to consumer service organisation. Your successes will be notable in leveraging customer satisfaction performance through all colleagues, delivering an exceptional complaint service and digital customer experience. You’ll already oversee a broad programme of cross-team projects, lead your own projects and manage a team to deliver day to day services.

As a credible expert your experience in customer experience best practice, such as customer segmentation, journey mapping and customer culture, will only be surpassed by your exceptional interpersonal, collaboration and influencing leadership skills.

**About our team**

**Key Information**

***

It’s important to us that everyone feels fairly rewarded for the work they do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.
- Head of Customer Experience - permanent role
- Salary is £56,075 per annum
- Location: Gosforth, Stanley or Newburn with homeworking
- Regular travel will be required
- 37 Hours per week with some homeworking / flexible working available

**Enjoy great benefits**

We provide a generous benefits package including 26 days annual leave on commencement rising to 31 days after 3 years’ service, birthday leave, occupational pension and a health cash plan, with the option of a flexible pot towards enhanced benefits.

**Important dates**

28 February 2023

**Interview date**

15 March 2023


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