Head of Customer Service Experience

Head of Customer Service Experience

Location: Birkhill, South Lanarkshire - (with travel as required)

Right to work in the UK essential

Lead the Customer Experience Strategy of a Market-Leading Business

Harbro is seeking an experienced and commercially focused Head of Customer Service Experience to lead the development and delivery of a customer-centric strategy across our non-retail revenue streams.

This is a senior leadership opportunity for an individual who is passionate about delivering exceptional customer experiences, driving operational excellence, and using customer insight to influence business decisions. You will play a pivotal role in shaping how we engage with customers, improving service consistency, driving retention, and ensuring every customer interaction adds value.

The Opportunity

As Head of Customer Service Experience, you will bring together customer service, customer feedback, and customer insight into a single function, creating a clear link between customer satisfaction, operational performance, and commercial success.

Working closely with Sales, Operations, Finance, Procurement, Transport, and the wider Commercial Leadership Team, you will champion the voice of the customer while leading strategic improvements across the entire customer journey.

Key Responsibilities

Customer Experience Leadership

• Develop and deliver Harbro's Customer Experience strategy and roadmap.
• Map and optimise the end-to-end customer journey across all commercial revenue streams.
• Act as the voice of the customer within the leadership team, using insight and performance data to influence strategic decisions.
• Embed a customer-first culture across the business through clear service standards and communication principles.

Customer Service Operations

• Lead and develop the Customer Services and Customer Feedback functions.
• Establish and maintain service standards, KPIs, and SLAs.
• Drive operational efficiency, scalability, and continuous improvement.
• Ensure consistent handling of enquiries, complaints, order changes, and escalations.

Customer Insight & Feedback

• Own and develop the Voice of Customer (VoC) programme.
• Analyse customer feedback, satisfaction metrics, complaints, and service performance data.
• Translate customer insight into meaningful business improvements.
• Deliver regular reporting and recommendations to senior leadership.

Operational Excellence

• Improve onboarding, order accuracy, compliance controls, and service processes.
• Reduce rework, service failures, customer complaints, and avoidable costs.
• Lead root-cause analysis and corrective action initiatives.
• Ensure operational processes support a right-first-time customer experience.

Continuous Improvement & Change

• Lead cross-functional improvement initiatives that enhance customer outcomes.
• Remove pain points from the customer journey and improve service efficiency.
• Drive measurable improvements in customer satisfaction, retention, and commercial performance.

Leadership & Capability

• Build, lead, and develop a high-performing customer-focused team.
• Create clear accountability and structure across the function.
• Coach and support managers to maximise performance and future capability.

About You

You will be a proven customer experience, service, or commercial leader with a track record of delivering transformational change and measurable business improvements.

Essential Experience

• Significant experience in a senior Customer Experience, Customer Service, Commercial, or Operations leadership role.
• Experience leading and developing high-performing teams.
• Demonstrated success in delivering customer-led transformation and service improvement programmes.
• Experience working cross-functionally to improve processes, customer outcomes, and operational performance.

Key Skills

• Strategic thinker with the ability to translate vision into delivery.
• Strong commercial awareness and customer focus.
• Exceptional leadership and people-development capability.
• Data-driven decision maker with strong analytical skills.
• Excellent stakeholder management and influencing skills.
• Strong problem-solving, process improvement, and root-cause analysis capability.

Personal Attributes

• Customer-centric and commercially minded.
• Collaborative, engaging, and influential.
• Resilient and comfortable leading change.
• Proactive, ambitious, and results driven.
• Passionate about continuous improvement and service excellence.