Head of Customer Experience
Everyman Driving Experiences
Full Time | Office Based
About Us
At Everyman Driving Experiences, we create unforgettable driving experiences for thousands of customers across the UK each year. From supercars and race cars to passenger rides and corporate events, our mission is simple:
“The Best or Nothing.”
We are now looking for an exceptional Head of Customer Experience to take ownership of the complete customer journey across our business and help lead the next evolution of the Everyman experience.
This is not a traditional customer service role.
We are looking for a commercially minded, highly driven and operationally strong leader who can transform customer experience across every touchpoint — from booking and pre-event communication to event-day delivery and post-event engagement.
The successful candidate will also play a major role in modernising and streamlining our customer operations using AI, automation and intelligent systems.
The Role
As Head of Customer Experience, you will lead and develop the entire customer experience function across Everyman Driving Experiences.
You will oversee:
- our Customer Experience team,
- customer communications,
- operational customer journeys,
- complaint handling,
- customer satisfaction,
- event-day customer experience,
- and continuous service improvement across all venues nationwide.
You will work closely with operational leadership, event teams and senior management to ensure Everyman consistently delivers a premium, industry-leading experience.
You will also take ownership of identifying and implementing AI-driven solutions that improve efficiency, customer satisfaction and operational scalability across the business.
This is a hands-on leadership role for someone who thrives on ownership, accountability and continuous improvement.
This is an office-based position.
Key ResponsibilitiesCustomer Experience Leadership
- Lead, manage and develop the Customer Experience team
- Create a high-performance customer-first culture throughout the business
- Oversee customer communication standards across all channels
- Drive continuous improvement across the full customer journey
- Ensure customer issues and complaints are handled professionally and efficiently
- Monitor customer satisfaction metrics and implement improvement strategies
Operational Experience Management
- Work closely with venue and operations teams to improve event-day customer experiences
- Identify operational friction points and implement solutions
- Standardise customer experience delivery across all UK venues
- Review and refine customer-facing processes, policies and workflows
- Conduct regular performance reviews of customer experience delivery
AI & Process Innovation
- Identify opportunities to improve customer experience using AI and automation
- Develop and implement AI agents, customer support automation and intelligent workflows
- Streamline internal processes using modern AI tools and technologies
- Improve customer communication efficiency and response times
- Drive innovation across customer support, booking journeys and post-event engagement
- Help modernise operational systems and reporting using AI-driven solutions
Strategic Development
- Analyse customer feedback, trends and operational data
- Present actionable insights and recommendations to senior leadership
- Develop long-term customer experience strategies aligned with company growth
- Ensure Everyman remains an industry leader in customer satisfaction and innovation
About You
We are looking for someone who is:
- highly motivated and self-driven,
- commercially aware,
- operationally minded,
- and passionate about delivering exceptional customer experiences.
You will be confident leading teams, solving problems quickly and driving meaningful change within a fast-paced environment.
You should be comfortable combining:
- people leadership,
- operational management,
- customer psychology,
- and modern AI-driven innovation.
Applicants must be comfortable working in an office-based role and being actively involved in day-to-day operations and team management.
Essential Skills & Experience
- Proven senior-level customer experience or customer operations leadership experience
- Strong understanding of customer journey management
- Experience leading and developing customer-facing teams
- Excellent organisational and problem-solving abilities
- Strong communication and leadership skills
- Experience implementing operational improvements at scale
- High attention to detail and accountability
- Ability to thrive in a fast-moving environment
AI & Technology Experience
- Strong understanding of AI tools and automation platforms
- Experience creating or implementing AI agents/chatbots/workflows
- Ability to identify automation opportunities across operations
- Understanding of how AI can improve customer experience and operational efficiency
- Comfortable adopting and implementing emerging technologies
Desirable Experience
- Experience within events, hospitality, automotive or experience-led businesses
- Experience scaling customer operations across multiple locations
- Knowledge of CRM systems and customer service platforms
- Experience managing outsourced partners or third-party suppliers
What We Offer
- Opportunity to shape and lead customer experience at a nationally recognised brand
- A senior role with genuine influence and autonomy
- Fast-paced and exciting working environment
- Career progression opportunities within a growing business
- Competitive salary based on experience
Our Ethos
At Everyman Driving Experiences, we believe in delivering unforgettable experiences — not average ones.
Our standard is simple:
“The Best or Nothing.”
If you are driven by excellence, innovation and customer obsession, we would love to hear from you.
Pay: £50,000.00-£60,000.00 per year
Benefits:
- Company events
- Employee discount
- Free parking
- On-site parking
Application question(s):
- Have you led a customer experience or customer operations team at a senior level?
- Have you owned or redesigned a full customer journey (end-to-end)?
- Which best describes your experience with AI or automation tools?
- I have built AI tools / agents or automations
- I have implemented AI tools in a business
- I have used AI tools (ChatGPT, etc.) for productivity
- No experience
- Have you worked in a high-volume customer environment (events, hospitality, automotive, retail, travel, etc.)?
Work Location: In person
