Head of Customer Experience

Head of Customer Experience Job Description Template

Our company is looking for a Head of Customer Experience to join our team.


  • Create detailed customer journey maps based on key data, audiences and favoured outcomes;
  • Hiring and building a CS team;
  • Devise and implement insightful customer experience feedback mechanisms;
  • Promoting the customer perspective ensuring that it’s reflected throughout the service and customer journey;
  • Build metrics that contribute to data driven decision making;
  • Engaging with community partners;
  • Engaging with colleagues, members, customers and external stake holders;
  • Manage strategic partnerships with suppliers and partners;
  • Enriching the delivery of services across site to ensure the best possible standard of FM;
  • Internal and external stakeholder engagement including commercial operations, Airports and operations planning team;
  • Designing and executing the ‘Customer Experience’ strategy;
  • Managing day to day performance of reporting staff;
  • Advertise and lead on events, partnership’s and wider community initiatives;
  • Leading on innovative, quirky and modern workspace projects;
  • Ensuring the workspace environment and facilities are the brightest and best they can be.


  • Confidence is overrated. Bravery and output are better. Michael Jackson and Kurt Cobain had no confidence, but peop… May. 25, 2018;
  • Able to work in a high growth, fast aced and ever changing environment;
  • Experience heading up a customer experience team, ideally built from an early stage;
  • Experience engaging with customers through Social media and other new channels;
  • Degree educated or equivalent;
  • Experience reporting into director level and able to influence senior stakeholders.