Customer Experience Director

1 month ago


Glasgow, Glasgow City, United Kingdom Registers of Scotland Full time

We are seeking a highly experienced Customer Experience Director to lead our customer insight and research team at Registers of Scotland.

About the Role:

You will be responsible for developing and leading a team of subject matter experts and specialists covering official statistics, economic analysis, customer insight, and research work. Your role and that of your team is critical to supporting our customer-centric culture and delivering high-quality services to our customers.

Key Responsibilities:

  • Review and introduce comprehensive customer policies that support and de-risk our operational services.
  • Grow the Customer Insight Hub as the single source of truth for customer experience development and reporting.
  • Ensure that the provision of national and official statistics achieve required standards.
  • Support the development of our customer insight team and data capture.
  • Capture and value customer satisfaction surveys and key performance indicators.
  • Identify and fill customer research gaps to bring new insights into customer needs.

Team Development/Management:

  • Lead and embed a new team within Registers of Scotland that brings together CX specialists.
  • Promote a culture of high performance, resilience, and continuous improvement.
  • Establish and monitor staff performance and development goals.

Essential Criteria:

  • A relevant qualification and/or evidence of commitment to relevant learning and development.
  • Ability to make decisions in a changing environment and anticipate future needs.
  • Capacity to build and maintain a network of colleagues and contacts.
  • Ability to lead a high-performing team through change programmes.

Salary: £60,000 - £80,000 per annum, depending on experience. We offer a range of benefits, including flexible working arrangements, employer pension contributions, generous annual leave policies, and extensive personal wellbeing benefits.

About Us:

Registers of Scotland is a dynamic organisation that delivers high-quality services to our customers. We are committed to building a customer-centric culture and achieving excellence in all aspects of our work.



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