Director of Customer Experience Transformation (12-Month Fixed Term)

Director of Customer Experience Transformation (12-Month Fixed Term)Location: London (UK-wide travel) | Contract: Fixed-term (12 months) | Package: Competitive Director-level salary and benefitsLead the Future of Customer ExperienceWe’re seeking an exceptional senior leader to drive a bold customer experience transformation within one of the UK’s largest digital infrastructure organisations. This is a newly created, director-level role offering a rare opportunity to shape how millions of customers and businesses experience connectivity, service, and innovation.The Opportunity As Director of Customer Experience Transformation, you will define and lead a company-wide strategy that reimagines how we serve our customers. Reporting to the Executive Committee, you’ll work across commercial, operational, and technology teams to deliver measurable improvements to customer outcomes, engagement, and loyalty.What You’ll DoShape and execute a customer experience transformation strategy aligned to corporate goals.Build and influence relationships across multiple stakeholders, from partners and enterprise clients to operational leaders and regulators.Lead large-scale transformation programmes that deliver tangible results in service quality and customer satisfaction.Inspire and mobilise multi-disciplinary teams to embed a true “customer-first” mindset across the business.Redefine customer metrics and KPIs to ensure accountability and impact.Core Focus Areas You’ll lead workstreams across:Customer segmentation & insight – defining what great looks like for each customer type.Partner collaboration – strengthening relationships and co-creating service excellence.Proposition development – innovating new and differentiated experiences.Digital inclusion & growth – enabling equitable access and accelerating digital adoption.Culture & mindset evolution – embedding customer obsession at every level.About You You’re an accomplished change leader with a proven track record in transforming customer experience within large, complex organisations (telecoms, utilities, financial services, or similar). You combine strategic vision with hands-on delivery, using data, insight, and influence to drive meaningful change.You’ll Bring:Extensive experience leading CX transformation and cultural change. In a Retail environment is desireableStrong commercial acumen and analytical thinking.Exceptional stakeholder management and communication skills.Creativity, resilience, and a passion for improving customer outcomes.Join Us If you’re ready to lead a customer experience revolution that will define the next era of digital connectivity in the UK, we’d love to hear from you.