Head of Customer Experience

Job Description

Lead the future of Customer Experience at Insights.

This is a rare opportunity for an inspiring Head of Customer Experience to lead the next chapter of our global Customer Success transformation where you’ll shape a world-class Customer Experience function. You'll have the freedom to influence strategy, build capability, drive innovation and make a measurable impact on customers, colleagues and business performance worldwide.

This is more than a service leadership role. It's an opportunity to shape how customers experience Insights around the world, creating seamless, proactive and commercially impactful experiences that drive loyalty, retention and growth.

You'll lead a global team, influence senior stakeholders across the business, and use insight, technology and AI to transform customer journeys while keeping people at the heart of everything we do.

What you'll be responsible for

• 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.

What success looks like

In your first year, you'll:

• Strengthen engagement and performance across the global team.
• Improve service responsiveness, consistency and customer satisfaction.
• Embed a robust Voice of Customer programme.
• Lead key customer experience transformation initiatives.
• Strengthen the connection between customer experience, retention and commercial success.
• Remove friction from customer journeys and create more seamless experiences.

Qualifications

What you'll bring

• 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.

You'll thrive here if you're...

Visionary – able to create a compelling future and bring people with you.

Commercially astute – focused on delivering value for customers and the business.

Collaborative – building strong partnerships across teams, functions and regions.

Human-centred – creating experiences where customers and colleagues feel valued.

Innovative – embracing technology and AI while never losing the personal touch.

Additional Information

Benefits:

•    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

Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.

Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.

It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.

We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.

Read more about inclusivity at Insights via the vacancy page on our website: https://www.insights.com/inclusively-insights/