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Head of CX

Manchester Permanent £88,000 - £96,000 per year View Job Description
Location: Greater Manchester | Salary: £85,000 + BenefitsHybrid Working: Minimum 3 Days Office-BasedAre you a visionary leader with a passion for delivering exceptional customer experiences in a dynamic, regulated environment? This is your opportunity to shape the customer journey and lead transformational change for one of Greater Manchester's key public services.
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  • Transformational CX leader
  • Senior leadership role in Manchester

About Our Client

This forward-thinking organisation plays a pivotal role in shaping public services across Greater Manchester, focusing on delivering seamless, customer-centric experiences. Committed to innovation, inclusivity, and operational excellence, the company is undergoing transformative change to better serve its diverse community. As part of the senior leadership team within the Customer & Growth Directorate, this role is critical in driving strategy, enhancing customer satisfaction, and ensuring the organisation remains a trusted and progressive leader in its sector.

Job Description

As Head of Customer, you'll champion the voice of the customer, driving strategy and operational excellence across customer experience, insight, and service delivery functions. Reporting to Director level, your leadership will play a pivotal role in increasing customer satisfaction, loyalty, and revenue through innovative and customer-centric strategies.

Key Responsibilities

  • Strategic Leadership: Develop and execute a comprehensive customer strategy, aligning with organisational goals to improve service quality and increase patronage.
  • Operational Excellence: Lead Contact Centre, Complaints, and Customer Information teams, driving performance against key metrics like Net Promoter Score (NPS) and Service Level Agreements (SLAs).
  • Customer-Centric Culture: Foster a customer-first mindset, embedding inclusive and accessible practices across all touchpoints.
  • Innovation & Insight: Leverage data and technology to identify barriers, enhance customer journeys, and implement real-time solutions for incidents, delays, and travel updates.
  • Team Development: Inspire and manage a high-performing team of managers and technical experts, ensuring they deliver excellence.
  • Revenue Growth: Collaborate with internal and external stakeholders to implement strategies that increase usage and enhance revenue streams.
  • Budget Oversight: Manage an £18m+ operational and capital budget, ensuring cost-effective service delivery.

The Successful Applicant

What You Bring

  • Proven experience in customer strategy, operational leadership, and large-scale change management within the travel, or related sectors. (Travel preferred)
  • Strong commercial and financial acumen, including management of significant budgets.
  • A track record of driving improvements through customer insights and innovative solutions.
  • Experience leading complex customer service functions, including contact centres and digital service channels.
  • Advanced stakeholder management skills, with the ability to influence at senior levels.
  • An inclusive leadership style that inspires and develops high-performing teams.

What's on Offer

Why Join Us?
This is a career-defining opportunity to lead transformative projects, including:

  • Technology Enhancements: Implement cutting-edge systems such as real-time travel updates, live chat functionality, and app-based services.
  • Operational Change: Drive a contact centre transformation and lead major initiatives to streamline services and improve efficiency.
  • Revenue Growth: Innovate around new ticketing solutions, increasing accessibility and customer loyalty.
  • Strategic Influence: Work with high-profile stakeholders, including local authorities and key transport bodies, to shape the future of public services in Greater Manchester.



What We Offer

  • Competitive salary (£85,000 range) with a final value pension scheme.
  • Hybrid working, combining flexibility with the need to be visible in leadership.
  • The chance to make a tangible impact on how Greater Manchester's transport network serves its diverse community.



Ready to Lead?
If you're an experienced leader in the travel or transport industry, passionate about driving customer excellence and innovation, we'd love to hear from you.

Apply today to be at the forefront of transforming the customer experience in one of the UK's most dynamic regions.

Contact
Katy Bevan
Quote job ref
JN-112024-6605239
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Public Sector
Location
Manchester
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-112024-6605239