Head of Client Experience

Job DescriptionHead of Client ExperienceAre you passionate about putting clients at the heart of everything a business does? Do you thrive on driving change, influencing at the highest level, and creating exceptional experiences that deliver real business impact?This is a rare opportunity to shape and lead the client experience strategy for a high-growth, private equity-backed organisation that's the market leader in its sector. With a wide and prestigious client base across both B2B and B2C sectors, were looking for a strategic and innovative Head of Client Experience to join the leadership team and help take our client engagement to the next level. What Youll Be Doing:Map the full end-to-end client journey and identify sector-specific differencesChampion a Client First culture across the organisation, working closely with senior leaders and execsImplement and manage NPS/CSAT programmes, sharing insights and driving actionProactively predict and manage client churn risk, while handling escalations and service recoveryCoordinate cross-functional teams to turn client feedback into strategic improvementsEnsure clients see real change from their feedback, with regular communication and transparencyDeliver front-line training for new products and service updatesInfluence key business decisions through strategic planning and data-led insight What Youll Bring:10+ years experience in senior sales or client relationship leadership rolesProven ability to lead both direct and matrix teams, ideally across commercial and public sector clientsA strategic mindset paired with a hands-on approachcomfortable rolling up your sleevesStrong influencing skills at board/executive level and a track record of driving cultural changeHigh emotional intelligence, natural curiosity, and a collaborative leadership styleDeep understanding of client engagement metrics and success measuresFinancial and commercial acumen, with experience in business development and strategic planning What They Value:Leaders who are inspiring, open, and lead by exampleIndividuals who prioritise, take accountability, and follow through on commitmentsA growth mindset with a passion for continuous improvement and efficiencyEmpathy, coaching skills, and the ability to bring the best out of others Additional Requirements:Willingness to travel to client sites and stay overnight when requiredFlexibility to support business-critical projects when needed

Created: 2025-06-18