Interim Head of Customer Experience

The Company is seeking a Head of Customer Experience to lead a business-wide transformation focused on improving the end-to-end customer journey, from initial contact and sales through delivery, ongoing service, account management, and reactivation. The role will bring together teams across multiple functions to remove friction, improve processes, and establish a joined-up, customer-centric operating model. The successful candidate will use customer feedback, complaints, satisfaction measures, and operational data to identify priorities and set clear measures of accountability. They will also influence senior leaders and operational teams to embed lasting changes in processes and behaviours. Candidates should have senior-level experience in customer experience, customer transformation, or customer operations, including a track record of embedding change across a complex organization. Strong customer-focused leadership, commercial awareness, and the ability to influence across functions without direct authority are essential. Applicants should be skilled in using customer and operational insights to identify root causes, improving processes, and making change sustainable. They must be comfortable moving between strategic planning and practical implementation; sector-specific experience is not required.