At Car Benefit Solutions (CBS), our customers sit at the heart of everything we do.
This new role has been created to lead the customer experience strategy of our market-leading business.
As we continue to grow and evolve, we are seeking an inspiring and commercially minded Director of Customer Experience to join our Executive Board and shape the future of our customer experience, operational excellence and service delivery strategy. This is a unique opportunity to lead a function that directly influences customer loyalty, operational performance and long-term business success.
We are looking for a leader who sees customer experience as a strategic differentiator and understands how operational excellence can drive long-term business growth, customer advocacy and commercial success.
Reporting directly to the Managing Director and operating as a member of the Executive Board, you will define and lead the long-term strategy for Customer Experience across the entire customer lifecycle.
You will be responsible for defining how CBS engages with, onboards, serves, retains and grows customer relationships, ensuring customer strategy, operational capability and customer outcomes remain aligned to the long-term ambitions of the business
Working through leadership teams responsible for Customer Experience and Driver Development, you will create the conditions that enable outstanding service, customer loyalty, customer retention and operational excellence.
You'll be responsible for:
Customer Strategy, Outcomes and Value:
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Defining the long-term customer strategy and customer outcome framework for CBS.
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Shaping the future customer lifecycle, customer proposition and service model to support sustainable growth and competitive advantage.
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Acting as the voice of the customer within the Executive Board, ensuring customer insight, experience, loyalty and long-term customer value are embedded within strategic decision-making and organisational priorities.
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Championing a customer-centric culture across CBS, ensuring customer outcomes and customer value remain central to strategic decision-making, organisational priorities and day-to-day operations.
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Ensuring customer needs, commercial objectives and operational priorities remain appropriately balanced across the organisation.
Operational Excellence:
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Defining the customer operating model and operational strategy required to support customer retention, future growth, customer expectations and organisational performance.
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Ensuring customer operations remain scalable, efficient and aligned to the wider business strategy.
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Sponsoring transformation initiatives that improve customer outcomes, operational capability and long-term business value.
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Championing innovation, technology adoption and operating model improvements that enhance customer outcomes, organisational effectiveness and long-term business value.
Customer Growth, Retention & Loyalty:
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Using customer insight, behavioural trends and market intelligence to identify retention and future growth opportunities.
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Ensuring customer retention, loyalty and customer value remain key drivers of business performance.
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Using customer insight, behavioural trends and market intelligence to identify future growth opportunities.
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Shaping the evolution of customer propositions, journeys and engagement strategies to maximise customer value and long-term retention.
Executive Leadership, Culture & Organisational Influence:
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Contributing to the strategic leadership of CBS as a member of the Executive Board, helping shape the culture, direction, commercial performance and priorities of the organisation.
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Building and leading high-performing teams, creating an environment that promotes accountability, ownership, collaboration and continuous improvement.
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Developing future organisational capability and leadership strength, ensuring CBS has the talent, structure, culture and commercial capability required to support long-term growth ambitions.
- Acting as the Executive Board lead for customer strategy, customer experience and customer value, ensuring the voice of the customer influences business priorities, organisational capability and long-term commercial success.
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Acting as an ambassador for CBS, inspiring confidence, creating followership and strengthening engagement through visible leadership, clear communication and advocacy of the CBS vision and values, while aligning colleagues behind the organisation's strategic priorities, commercial objectives and long-term success.
Requirements
About you:
You are an experienced senior leader who combines strong operational leadership with a deep understanding of customer experience, customer value and organisational performance. You are an exceptional communicator who is able to build followers at every level, creating energy and momentum irrespective of the commercial landscape. You have an excellent technical understanding of systems linked to CX and UX, and have a proven record of driving an optimised CX at every interaction.
Essential Experience
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Senior leadership experience influencing at Executive, Board or senior leadership level.
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Senior leadership experience within Customer Experience, Customer Operations, Service Delivery, Operations or a related discipline.
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Strong commercial judgement, customer centric thinking and strategic decision-making capability.
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Experience shaping customer strategy, business performance and organisational direction at Executive or Board level.
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Experience leading organisational change and embedding a customer-centric culture
Desirable Experience
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Experience operating within a regulated customer environment.
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Digital customer experience and self-service transformation expertise.
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Customer journey mapping, service design and customer proposition development experience.
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Experience leveraging AI, automation, data and technology to improve customer outcomes and operational efficiency.
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Experience delivering large-scale operational improvement and organisational change.
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The ability to balance customer outcomes with operational efficiency and business performance.
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A proven ability to build high-performing teams, develop organisational capability and create cultures that deliver sustainable growth.
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A proven ability to influence strategic decision-making and balance commercial opportunity, risk and long-term value creation.
Most importantly, you will be passionate about creating experiences that customers value and building operational capabilities that support long-term growth.
Benefits
CBS have multi-faceted employee benefits and wellbeing programs, intended to meet the needs of all of our People.
Our Executive Director roles enjoy a comprehensive reward and wellbeing package designed to support them personally, professionally and financially, including:
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Reward & Recognition
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Competitive executive-level reward package
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Generous Additional Variable Earnings (AVE)
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Car entitlement
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Attractive pension provision
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Loyalty bonus and long-service recognition
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Optional employee car scheme
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Health & Wellbeing
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BUPA private medical insurance
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Annual health assessments and flu vaccinations
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Health cash plan covering dental and optical care
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Employee Assistance Programme for confidential support
Closing date for applications 09/09/2026
