Head of Customer Experience

Insights

Lead the global Customer Experience transformation at Insights, shaping a world-class function and influential strategies. Collaborate with diverse teams and leverage technology for improved customer engagements.

Posted 7/4/2026full-timeRemote • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Experience strategies and driving transformation through data-driven decision-making. Capable of fostering high-performing teams and ensuring customer journeys enhance retention and revenue growth.

Highest-signal resume keywords

Customer Experience LeadershipCustomer Journey DesignVoice of Customer ExpertiseCommercial AcumenTeam Development

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Brilliant Influencing SkillsPassion for Developing Teams

Tools & Technologies

AIAutomationData Insight Technology

Industry Keywords

Customer SuccessService ExcellenceProactive Customer EnablementContinuous ImprovementRetentionRevenue GrowthCustomer Advocacy

About the role

Key responsibilities & impact

Creating and delivering our global Customer Experience strategy.
Leading and developing a team of Customer Experience Managers and Team Leaders across multiple regions.
Driving the shift from reactive support to proactive customer enablement.
Championing the Voice of the Customer and turning insight into action.
Partnering with Sales, Marketing, Product, Finance and Customer Success to deliver seamless customer journeys.
Leveraging AI, automation and technology to improve experience, efficiency and commercial outcomes.
Embedding a culture of accountability, innovation and continuous improvement.
Ensuring customer experience directly contributes to retention, revenue growth and customer advocacy.

Requirements

What you’ll need

Experience leading Customer Experience, Customer Success or Service functions at scale.
A track record of leading transformation and driving change.
Strong commercial acumen and the ability to connect customer outcomes with business performance.
Expertise in customer journey design, Voice of Customer and service excellence.
Brilliant influencing skills across complex, global matrix organisations.
A passion for developing high-performing teams and future leaders.
Confidence using data, insight and technology to drive better decisions and outcomes.

Benefits

Comp & perks

37 days holidays
Discretionary Annual Bonus
Private Medical Insurance/BUPA Menopause Plan
Income Protection
Pension Plan
Health Cash Plan
Life Assurance
Electric Car Scheme
Gym-flex
Employee Giving
My Advantage – Employee Discounts
Critical Illness cover
Employee Assistance Program
Holiday purchase option
Flexible working