Head of customer experience Work, Jobs in Leicester, Eng (with Salaries)

Head of Customer Strategy & Experience
Dunelm —Leicester
- Leadership
- Communication skills
13d
Customer Complaints Handler
Fix Auto UK —Leicester
- Full-time
- Microsoft Word
- Travel
- Data entry
- Free parking
- Work from home
Quick apply
13h
Sales Leader - Leicester
Mood London —City of Leicester
- £36,000 - £60,000 a year
- Full-time
- In-person
- Training & development
- Leadership
- Employee discount
Quick apply
3d
Operations Assistant
The Range —Leicester
- £24,420.00 - £40,123.13 a year
- Part-time
- Microsoft Word
- Microsoft Outlook
- Accounting
Quick apply
Head of People & Culture
British Association for Counselling & Psychotherapy —Lutterworth
- £76,551 a year
- Full-time
- Hybrid work
- Project management
- Continuous improvement
- Human resources
6d
Head of Customer Insight
Dunelm —Leicester
- Communication skills
- Analytics
7d
New Business Administrator
Paradigm Wills and Legal Services —Leicester
- From £24,000 a year
- Full-time
- CRM software
- Business development
- Presentation skills
- Health & wellbeing programme
- Employee discount
Quick apply
4d
CX Team Member
Foot Locker —Leicester
- £10.00 - £14.12 an hour
- Part-time
- Customer service
- Employee assistance programme
- Employee discount
Head of Client Experience
3D-lipo Ltd —Rugby
- £35,000 - £45,000 a year
- Full-time
- CRM software
- Continuous improvement
- Team management
- Free parking
Quick apply
5d
Warehouse Coordinator
Imperial International Ltd —Leicester
- £32,000 - £36,000 a year
- Full-time
- Microsoft Excel
- Assembly
- First Aid Certification
Quick apply
6d
Customer Service Advisor
Cromwell —Leicester
- Full-time
- Communication skills
- Annual leave
- Employee assistance programme
Operations Manager
HM Courts & Tribunal Service —Leicester
- £40,001 - £50,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Continuous improvement
- Travel
- Annual leave
- Employee discount
10d
Data Protection Specialist
Simplify Group —Leicester
- £30,000 - £35,000 a year
- Full-time
- Remote
- Microsoft Office
- Travel
- Employee assistance programme
- Employee discount
Quick apply
7d
Client Relationship Executive
Fix Auto UK —Leicester
- Full-time
- Hybrid work
- Salesforce
- Analysis skills
- Travel
- Employee discount
Quick apply
3d
Specialist Customer Service Advisor
Cromwell —Leicester
- Full-time
- CRM software
- Organisational skills
- Communication skills
- Employee assistance programme
Client Relationship Manager
Fix Auto UK —Leicester
- Full-time
- Hybrid work
- Salesforce
- Travel
- Financial services
- Employee discount
Quick apply
5d
Trainee Merchandiser
NEXT —Leicester
- £30,800 a year
- Full-time
- Google Suite
- Merchandising
- Data analysis skills
- Free parking
- Employee discount
Counter Staff
Beaumont Leys Post Office —Leicester
- From £12.92 an hour
- Part-time
- Bilingual
- Customer service
- Merchandising
- Free parking
Quick apply
8d
No2 Deputy Manager
Schuh —Leicester
- Full-time
- Customer service
- Recruiting
- Training & development
- Relocation assistance
- Employee assistance programme
Office Administrator
Serenity inmind limited —Leicester
- From £12.80 an hour
- Full-time
- Customer service
- Computer literacy
- Writing skills
Quick apply
3d

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head of customer experience jobs near leicester, eng

Head of Customer Strategy & Experience

Dunelm -
Leicester

Apply Now

Job details

Permanent
13 days ago

Qualifications

Facilitation
Stakeholder collaboration
Internal department liaison
Change management
Risk management
Operational strategy development
Change leadership
Cross-functional collaboration
Leadership
Communication skills
Cross-functional communication
Progress tracking

Full job description

Overview

Home. There’s no place like it. And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.

We are the UK’s Number One homewares retailer offering c100,000 products building a consumer-focused total retail business that delights customers through our multichannel operation.

We are ambitious in our plans to drive further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast-changing landscape. In developing the business for the long-term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we move forward.

Department Overview

Dedicated to embedding the Customer within the broader Dunelm business. From directly in the customer team in knowing the customer, to building key strategic focus areas and then work to cross functionally with Commercial, Stores, Supply chain etc to delivery seamless omnichannel experiences that delight, support customers through purchase and build loyalty across Dunelm.com website, the App or through Stores.

What you'll be doing

The Head of Customer strategy and experiences is a senior, transformation leadership role responsible for defining and shaping the organisation’s end-to-end customer strategy and experience.

This role will establish a clear, evidence-based customer proposition across all channels, develop a structured framework for measuring and managing customer experience, and translate strategic intent into a practical, phased transformation roadmap.

A critical objective is to embed the outputs into the organisation, enabling a successful transition to a permanent capability.

1. Customer Strategy & Experience Definition

Develop a customer strategy, articulating target customer segments, needs, and experience principles.
Define the end-to-end customer experience vision, spanning all key journeys (e.g. discovery, purchase, fulfilment, service).
Identify the implications of the customer strategy on proposition, experience design, and commercial priorities.

2. Baseline & Measurement Framework

Establish a baseline view of current omni-channel customer experience, including:
- Key journeys across store, digital, and contact channels
- Existing proposition strengths and gaps
Define a simple, scalable framework to track customer experience, such as:
- Journey-based metrics (e.g. conversion, drop-off, satisfaction)
- Core KPIs (e.g. NPS, CSAT, repeat purchase, fulfilment experience)
Introduce practical tools and dashboards to monitor performance and progress.

3. Experience & Proposition Architecture

Translate strategy into a clearly defined customer proposition and experience architecture, including:
- Target experience standards by journey
- Design principles and guardrails
Facilitate cross-functional workshops to co-create and refine the experience vision, engaging stakeholders across:
- Trading, Digital, Marketing, Supply Chain, Stores, Customer Care, Technology
Ensure alignment between customer experience, commercial goals, and brand positioning.

4. Target State Alignment (Process, Tech & People)

Define the target state operating model implications of the customer experience vision across:
- Processes (e.g. fulfilment, service recovery, returns)
- Technology (e.g. platforms, data, customer insight capability)
- People & capability (e.g. roles, skills, behaviours)
Identify critical dependencies and enablers required to deliver the target experience.

5. Transformation Roadmap (1–5 Year Horizon)

Develop a phased roadmap showing how the customer experience and proposition evolve over time:
- Short-term (Year 1): foundational improvements and quick wins
- Medium-term (Years 2–3): core proposition and capability shifts
- Long-term (Years 4–5): differentiated, best-in-class experience
Link roadmap phases to clear KPI improvements and outcomes over time.
Provide clarity on sequencing, investment priorities, and measurable benefit realisation.

6. Risk Identification & Management

Identify and document key risks to delivery, including:
- Customer detriment risks
- Operational or technology constraints
- Change fatigue and capability gaps
Establish a risk tracking and mitigation approach linked to the roadmap and governance.

7. Governance & Transformation Guidelines

Design and implement governance frameworks to support customer experience transformation, including:
- Decision-making structures
- Design authority / sign-off processes
- Clear accountabilities across functions
Develop guidelines and principles to ensure consistency in future experience changes:
- Customer-centric design standards
- Proposition development guardrails
Enable ongoing governance beyond the life of the project.

8. Embedding & Handover

Ensure all frameworks, tools, and approaches are embedded within core business processes.
Support the definition of a permanent customer experience leadership role and capability.
Deliver a structured handover plan, including:
- Documentation
- Key artefacts (journey maps, frameworks, roadmap, KPIs)
- Stakeholder alignment
Build internal capability to sustain and evolve the customer experience strategy.

What we'll look for in you

Proven experience leading customer experience or transformation programmes in retail or omni-channel environments.
Strong understanding of customer journeys, CX metrics, and experience design.
Experience aligning strategy to operating models (process, tech, people).
Ability to translate strategy into executable roadmaps and measurable outcomes.
Skilled facilitator of senior stakeholder workshops and cross-functional alignment.
Experience setting up governance, frameworks, and capability for sustainable change.
Commercially minded with strong appreciation of trading and operational realities.

Leadership Behaviours:

Customer Obsession
- Role model a customer first culture
- Be an active champion of external and internal customers and their experience
- Continually look through a customer lens to shape thinking and action
Empower Performance
- Create and deliver solutions that drive improved performance
- Always commercially focused
Enable Growth
- Identify opportunities for innovation and growth, enabling teams to deliver against strategic priorities
- Proactively assess capabilities required within the team to drive the agenda forward
Purposeful Connection
- Build effective cross functional relationships to deliver at pace
- Influential and credible at all levels
- Collaborative approach with strong communication & influencing skills
Impactful Change
- Comfortable operating in ambiguity and driving change at scale
- Courageous in challenging and improving ways of working

Apply Now

Refine Your Search

head of customer experience jobs in leicester, eng

Head of Customer Strategy & Experience

Customer Complaints Handler

Sales Leader - Leicester

Operations Assistant

Head of People & Culture

Head of Customer Insight

New Business Administrator

CX Team Member

Head of Client Experience

Warehouse Coordinator

Customer Service Advisor

Operations Manager

Data Protection Specialist

Client Relationship Executive

Specialist Customer Service Advisor

Client Relationship Manager

Trainee Merchandiser

Counter Staff

No2 Deputy Manager

Office Administrator

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