Head of Customer Experience

Customer Experience Lead MBM are working exclusively with a leading London-based transport company to appoint a Customer Experience Lead .

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.

This is a newly created role, offering a unique opportunity to shape and deliver an outstanding, end-to-end customer journey across their transportation services.

The Role This is a director-level position, leading a team of 5, with significant visibility across the business.

You will take ownership of the customer experience strategyusing data and insights to define, articulate, and deliver a clear plan that drives both customer satisfaction and commercial performance.

Operating in a fast-paced, growing, and entrepreneurial environment, this role suits someone who thrives on autonomy, takes ownership, and enjoys building something impactful from the ground up.

Key Responsibilities Own and evolve the full customer journey across all touchpoints Develop and deliver a clear customer experience strategy aligned to business goals Generate, analyse, and leverage data (KPIs, NPS, insights) to drive decision-making Engage and influence stakeholders across the business to embed a customer-first approach Build strong cross-functional relationships with operations, marketing, IT, and commercial teams Lead and develop a high-performing customer service and customer experience team About You Data-driven and insight-led, with a passion for using analytics to shape strategy Strong experience engaging stakeholders and influencing at all levels Proven ability to translate insights into clear, actionable plans Background in customer experience roles within transport, xwzovoh hospitality, or similar environments A senior manager or head of level candidate ready to step into a director-level role Comfortable working in a dynamic, evolving organisation with high levels of autonomy Additional Info Newly created role as part of organisational transformation London-based with travel across sites Inclusive and collaborative culture If youre looking for a role where you can take ownership, shape strategy, and make a real impact in a growing business, wed love to hear from you.