Customer Experience Lead

1 day ago

Cwmbran NP FD, United Kingdom EVOLVE HES Full time

About Us

Evolve is on a mission to deliver affordable warmth solutions to households throughout the UK, with customer experience guiding everything we do. Drawing on 450+ years of combined industry experience, our passionate team combines deep expertise with a drive for innovation—solving fuel poverty and energy efficiency challenges one home at a time.

As a founding member of the National Home Decarbonisation Group, and ISO 45001-certified, we're at the forefront of industry progress and safety. Join us and help shape a greener, more sustainable future.

The Role

We're looking for a passionate and strategic Customer Experience Lead to champion exceptional customer journeys across every touchpoint. In this role, you'll be responsible for shaping the overall customer experience strategy, improving processes, and ensuring customers feel valued, supported, and delighted at every stage.

This is an exciting opportunity to influence company-wide decisions and drive meaningful improvements that directly impact customer satisfaction and loyalty.

What You'll Do

· Lead and evolve the end-to-end customer experience strategy aligned with company goals.

· Identify customer pain points and develop data-driven solutions to improve satisfaction and retention.

· Develop and maintain customer journey maps, feedback loops, and reporting frameworks.

· Collaborate with Product, Marketing, Sales, and Support teams to ensure consistent, high-quality interactions.

· Analyse customer insights, NPS/CSAT data, and operational KPIs to identify trends and opportunities.

· Manage and mentor a team of customer experience specialists (if applicable).

· Design and implement initiatives that enhance communication, onboarding, and support processes.

· Act as the voice of the customer across the organisation, advocating for continuous improvement.

About You

· 10 years' experience working in customer experience, customer success, at least 3 years in leadership, or a similar role.

· Strong understanding of customer journey methodology, service design, and customer insight tools.

· Excellent communication skills with the ability to influence cross-functional teams.

· Analytical mindset with experience using CX metrics, surveys, and data platforms.

· A proactive problem-solver who is passionate about delivering outstanding customer value.

· Leadership experience is a strong plus.

· Empathy, organisation, and a customer-first mindset.

Why You'll Love Working With Us

· Opportunity to shape a key function within a growing business.

· A supportive, collaborative, and mission-driven team culture.

· Professional development and learning opportunities.

· Health and Well being package

Annual Salary - £35,000 + Bonus Scheme

Job Types: Full-time, Permanent

Pay: From £35,000.00 per year

Benefits:

  • Free parking
  • Health & wellbeing programme

Work Location: In person

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