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Head of Customer Experience – Rapidly Expanding IT Services Company – Hertfordshire – £Competitive + Great benefits - Studentjob.co.ukJobster Hertfordshire, England, United Kingdom Head of Customer Experience – Rapidly Expanding IT Services Company – Hertfordshire – £Competitive + Great benefits - Studentjob.co.ukJobster Hertfordshire, England, United Kingdom 1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Head of Customer Experience – Rapidly Expanding IT Services Company – Hertfordshire – £Competitive + Great benefitsOur client is a successful and rapidly expanding IT and telecoms services business with a growing network of offices, currently including Hertfordshire, London, the Midlands and Scotland. They are committed to being a truly customer-first business and are currently seeking for a Head of Customer Experience to join their Head Office leadership team in Hertfordshire.This critical role will lead the design and execution of the business's customer-centric strategy, driving customer satisfaction, retention, and revenue growth. As Head of Customer Experience, you will focus on embedding CX excellence across all touchpoints, protect revenue by fixing the root causes of churn and ensure a world-class experience for all their clients.The Role:Own the end-to-end customer journey across all departments Track and report on NPS, CSA, and churn, using insights to drive improvements Identify at-risk customers early and implement tailored retention playbooks Work cross-functionally with Sales, Ops, and Service Delivery to close customer experience gaps Drive high standards in onboarding, proactive communication, and issue resolution Establish scalable CX processes for both organic and acquired customers Deliver regular customer experience impact reports to the SLT and Board Lead a small cross-functional “customer squad” to execute CX initiatives Analyse customer feedback and NPS data to produce actionable insights Use insights to inform strategy and improve overall customer satisfaction Oversee efficient handling of customer complaints within defined frameworks Manage escalations, ensuring timely resolutions and clear stakeholder communicationSkills and Experience Required:Strong background in both CX strategy and delivery, with the ability to combine insight, vision, and execution Proven CX experience within Tech, MSP, or Telco environments Deep understanding of customer ecosystems, service design, and integrated IT MSP experiences Confident in conducting customer research, including interviews, surveys, usability testing, and behavioural analysis Strategic and curious mindset - comfortable navigating ambiguity and complexity, while crafting impactful customer journeys and championing a customer-first vision Skilled in creating high-quality presentations using PowerPoint, Miro, Sketch, or Keynote Proficient in using data and behavioural insights to inform decisions and measure CX performance.This is a key, hands-on role in a fantastic, forward-thinking company that truly believes in supporting their staff and championing their customers. There is a competitive salary on offer, plus attractive annual leave, private health insurance, dental plan, pension scheme and a number of other staff incentives, training opportunities and perks.The role is based in southern Hertfordshire.Portman Scott is a highly respected boutique specialist sales recruitment consultancy founded by two highly successful professionals who previously built their own sales teams. All enquiries will be treated with absolute confidentiality. Only candidates currently residing and authorised to work in the UK will be considered.At Portman Scott, we take your privacy seriously and we only process your personal data in order to provide you with work-finding services. We will never share your details with anyone without contacting you first. You can find our full privacy and data protection policy online here:Seniority levelSeniority level Executive Employment typeEmployment type Part-time Job functionJob function Business Development and Sales Industries Software Development Referrals increase your chances of interviewing at Jobster by 2x Get notified about new Head of Customer Experience jobs inHertfordshire, England, United Kingdom . 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