Head of Customer Experience

About firmus energyBuilding on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to net zero, and we’re looking for passionate individuals to join us at the forefront of this change. As part of our team, you’ll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment.About the RoleWe are seeking an experienced and visionary Head of Customer Experience (CX) to lead and elevate our customer engagement strategy. This role is responsible for shaping the end-to-end customer journey, implementing best practices, and fostering a customer-centric culture across the organisation. The ideal candidate will possess exceptional leadership skills, a deep understanding of CX methodologies, and a passion for delivering outstanding service.Key ResponsibilitiesDevelop and execute a comprehensive CX strategy aligned with business goals.Lead and inspire cross-functional teams to deliver exceptional customer experiences.Establish and monitor CX metrics, KPIs, and feedback loops to drive continuous improvement.Champion customer advocacy and ensure the voice of the customer is embedded in decision-making.Collaborate with sales, onboarding, billing, and marketing teams to enhance customer touchpoints.Implement best-in-class CX practices and digital tools to streamline customer interactions.Manage customer feedback channels and oversee resolution of escalated issues.Stay abreast of industry trends and regulatory changes impacting customer experience.Leadership and Best PracticesThe Head of CX will be a strategic leader who fosters a culture of empathy, accountability, and innovation. They will lead by example, mentor teams, and promote best practices in customer engagement, service design, and operational excellence. This role requires a proactive mindset, resilience, and the ability to influence at all levels of the organisation.Skills, Knowledge and Expertise5+ years of experience in customer experience Proven track record of implementing successful CX strategies and initiatives.Strong leadership, communication, and stakeholder management skills.Expertise in CX tools, CRM systems, and customer journey mapping.Analytical mindset with the ability to interpret data and drive insights.BenefitsCompetitive Salary + Bonus and BenefitsPerformance Bonus: Up to 25% of base salaryPrivate healthcare Pension scheme with employer contribution of 8%25 days annual leave plus public holidaysFlexible and hybrid working arrangementsLife insurance and income protectionProfessional development and trainingEmployee assistance program (EAP)Discounted energy tariff (if applicable)