Role Profile: Head of Customer Experience

The Head of Customer Experience is responsible for making sure that every interaction a customer has with a company is positive and meets their needs. This role focuses on improving the overall customer journey, from first contact through to post-purchase support.

• Develop and lead strategies to enhance customer satisfaction and loyalty.

• Oversee the customer journey, identifying key touchpoints to improve.

• Gather and analyse customer feedback to understand their needs and preferences.

• Work closely with teams across the company, such as marketing, sales, and product development, to ensure a smooth customer experience.

• Train and support staff at all levels to ensure exceptional service is delivered consistently.

• Excellent communication and interpersonal skills to connect with customers and team members.

• Strong analytical skills to interpret customer data and feedback.

• Leadership abilities to guide and motivate teams in customer-oriented practices.

• Creative problem-solving skills to address customer challenges effectively.

• Knowledge of customer experience tools and methodologies.

• A bachelor's degree in Business, Marketing, Psychology, or a related field is typically required.

• Several years of experience in customer service or customer experience roles, with at least 3–5 years in a leadership position.

Starting as the Head of Customer Experience can lead to higher roles, such as Chief Customer Officer (CCO) or other executive positions focused on customer engagement and service development.

• The Customer Experience Professionals Association (CXPA) – Offers resources and networking opportunities.

• Online platforms like Coursera and LinkedIn Learning that provide courses on customer experience management.

• Books such as "The Power of Customer Experience" by Martin Newman, which explores the importance of customer experience in business.

Imagine you are the Head of Customer Experience at a popular online retailer. You notice many customers have trouble finding products on your website. You lead a project to redesign the website for better navigation. After the changes, you gather feedback and see an improvement in customer satisfaction scores and a decrease in abandoned shopping carts.