As Chief Customer Experience Officer (CCXO), you will act as the voice of the customer, shaping intuitive, inclusive and impactful experiences that support participation, engagement, income and long-term impact. You will lead a newly created Customer Experience Directorate, bringing together data and insight, impact measurement, technology, business systems and customer services to deliver seamless end-to-end journeys across digital and physical touchpoints. A core focus of the role is embedding a customer-focused culture across the organization.
You will be a strategic, values-driven executive leader with a strong track record of delivering customer-centric transformation. You will have experience leading complex organizations through digital and cultural change, applying insight and user-centred design to improve both customer outcomes and organizational performance. You will be comfortable influencing at senior levels, aligning customer needs with organizational purpose, and demonstrating commercial awareness. You will also be expected to bring strong understanding of technology and data, including emerging trends such as AI, along with a clear commitment to equity, diversity and inclusion.
Your responsibilities will include leading and developing a multidisciplinary team of approximately 25 colleagues, and serving as strategic lead for customer experience, user experience, data and technology while advising the Executive and Board. You will drive digital transformation to improve user experience, efficiency and value while managing risk and compliance, and partner across the organization to design services and systems around customer needs. You will develop and deliver a customer experience strategy aligned to organizational goals, define and track relevant metrics to demonstrate impact on customer and employee experience, and own and govern end-to-end customer journeys to ensure consistent, high-quality and accessible experiences. You will also manage significant budgets and relationships with external suppliers to ensure quality, value for money, and alignment with the organization’s mission and values.