Head of Customer Success & Experience

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least two days a week. As the UK’s largest independent full fibre network and wholesale platform of choice, we’re busy setting new standards for what digital infrastructure can and should be. Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives. At CityFibre, you’ll be part of something bigger, helping to build a better-connected Britain, together. Joining us as a Head of Customer Success & Experience – You’ll lead the strategy and execution of a best-in-class customer experience, shaping how we engage, retain and grow our customer base while driving measurable improvements in service performance and satisfaction.

Responsibilities

Define and deliver a company-wide customer experience strategy, ensuring consistency and excellence across all touchpoints; Lead and develop a high-performing Customer Success & Experience function, embedding a culture of continuous improvement; Design and oversee the end-to-end customer success framework, driving onboarding, adoption, retention and growth; Use customer insight and data to influence decision-making and drive measurable improvements in service performance; Own service performance outcomes, setting and tracking key metrics to optimise quality, efficiency and customer satisfaction; Partner cross-functionally to embed a customer-first approach across product, sales, marketing and operations

Requirements

Proven senior leadership experience in customer success, customer experience or service operations, with the ability to translate strategy into measurable outcomes; Strong track record of delivering customer-centric strategies that improve retention, satisfaction and growth; Experience leading and developing high-performing teams within complex, fast-paced environments; Ability to use data and insight to drive decision-making and continuous improvement; Exceptional stakeholder management and influencing skills at senior level; Experience delivering transformation and change across customer-facing functions

Benefits

£7,200 car allowance; performance related bonus; flexible benefits package; generous annual leave with extra day off on birthday; private medical insurance; health cash plans; family-friendly policies; opportunities to grow your career