Head of Customer

4 weeks ago


London, United Kingdom Macmillan Cancer Support Full time

**Contract Type: Permanent**
**Full time (34.5 hours)**

**Location: Hybrid/London/National**
Home-based / Split between home and our London Office

**Salary Range**:
**National: £62,000 - £70,500**
**London: £66,000 - £74,000**

**Are you a strong customer focused leader, with outstanding stakeholder management skills and a real passion for listening to customers and learning how we can better deliver great experiences? Could you influence teams across an organisation to ensure that customer need and experience is kept at the heart of both strategy and delivery? Do you have a track record of driving through improvement and change?**

**About the Role**
Reporting to the Director of Customer and Marketing Planning, you will be responsible for leading our Customer Journey Planning function that ensures Macmillan is delivering excellent experiences which drive both impact and income. You’ll build a customer centric culture in Macmillan by acting as the champion of our core external audiences; these are people who get support from us, people who give support to us and healthcare professionals. You’ll build understanding of these audiences, their journeys and experiences and use this insight to drive continuous improvement across our product and service portfolios. And you will take responsibility for leading or shaping key cross organisational customer initiatives which ensure we are implementing change to improve experience and better meet customer need.

**About you**
You have substantial experience of working within in a customer centric role where you have taken insight to design and deliver strategies that better meet customer needs. You’ll be passionate about listening to customers and using this insight to deliver better experience, and you’ll have a track record of driving improvement and implementing change. You have a proven track record of relevant sector experience, excellent managerial and motivational skills combined with the ability to spot opportunities to improve customer experience and better meet needs.

**About us**

We help millions of people with cancer across the UK live life as fully as they can through physical, emotional and financial support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. Together, we do whatever it takes for people living with cancer; with heart, with strength and with ambition.

**Recruitment Process



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