Head of Customer Experience

Position: Head of Customer ExperienceLocation: ScotlandSalary:Up to £100,000 per annum + benefitsWorking Arrangement: Hybrid Forsyth Barnes are in partnership with a leading travel organisation that is actively seeking a dynamic Head of Customer Experience to join their team. This pivotal role will be responsible for shaping and delivering exceptional customer journeys across all touchpoints. Key Responsibilities: Take ownership of all customer touchpoints, ensuring end-to-end satisfaction for users. This includes overseeing retail operations, managing the contact centre, optimising customer information services, enhancing the overall customer experience, and nurturing B2B relationships. Lead, motivate, and empower teams across multiple sectors to deliver outstanding service levels and exceed customer expectations. Utilise extensive experience in operational leadership to influence and drive performance within the organisation, fostering a culture of accountability, collaboration, and continuous improvement. Implement and champion continuous improvement initiatives, leveraging data-driven insights and customer feedback to enhance processes, systems, and services. Foster a culture of empathy and resilience within the team, equipping them to navigate challenges and deliver exceptional customer experiences, even in demanding environments. Balance pushing boundaries to innovate and improve services while maintaining a customer-centric approach, understanding the delicate balance between innovation and customer satisfaction. Develop and execute strategic initiatives to enhance the customer experience, driving growth and profitability while ensuring cost-effectiveness and operational efficiency. Act as a trusted advisor and deputy to the Commercial Director, providing strategic guidance and support, with ambitions to step into a director role in the future.
Requirements: Proven track record of success in senior operational roles, ideally within consumer-facing industries, with a strong focus on customer experience and service delivery. Demonstrated leadership experience, with the ability to inspire, motivate, and develop high-performing teams. Expertise in implementing and driving continuous improvement methodologies, with a keen focus on enhancing customer satisfaction and operational efficiency. Must have a background in customer-facing roles and consistently demonstrate empathy and understanding towards customers' needs and concerns. Strategic mindset with the ability to translate vision into actionable plans and initiatives, delivering results in a dynamic and fast-paced environment. Excellent communication, negotiation, and interpersonal skills, with the ability to collaborate effectively across all levels of the organisation. Strong business acumen and financial management skills, with the ability to develop and execute strategies that drive growth and profitability.
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