Head of Customer Experience
Travel Marketplace
Up to £90,000
London (Hybrid)
Pivotal are proud to be working with a leading travel marketplace who are seeking a Head of Customer Experience for their London office.
As the Head of Customer Experience, you will lead and execute high-impact initiatives across various product streams. Your work will be instrumental in shaping the company’s customer experience strategy, enhancing engagement, and driving retention.
This role offers the opportunity to work cross-functionally, solve complex challenges, and define the future of customer interactions in a high-growth environment. If you’re passionate about data-driven decision-making and creating exceptional customer journeys, this is your chance to make a lasting impact.
Responsibilities
- Develop and execute a customer experience strategy aligned with the company's vision, values, and goals.
- Map the end-to-end customer journey, identifying and implementing opportunities for enhancement.
- Shape the value proposition across different markets and audiences to differentiate the company’s offering.
- Collaborate with cross-functional teams, including Marketing, Product, and Finance, to ensure seamless alignment with business objectives.
- Utilise data analysis tools (e.g., SQL) to drive decision-making, optimise processes, and improve customer satisfaction.
- Champion a customer-first culture, embedding CX principles across all departments.
- Engage senior leadership and key stakeholders to communicate progress, insights, and challenges.
- Identify inefficiencies and implement scalable solutions to enhance overall productivity.
- Provide regular updates and insights to the executive team, supporting data-driven strategic decisions.
Your Profile
- Proven experience in a high-impact role within a customer-centric, high-volume e-commerce business or online marketplace
- Strong background in working with Product Managers on end-to-end project delivery.
- Experience with digital channels such as CRM
- Ability to influence stakeholders and drive alignment across multiple departments.
- Analytical mindset with commercial and strategic thinking
- Skilled in translating data insights into actionable strategies.
- Proactive problem-solver with a results-driven approach.
- Experience in senior stakeholder management and cross-functional collaboration.
How to Apply
To apply for this outstanding opportunity, please apply online or contact Calum at Pivotal for a confidential discussion at calum@pivotallondon.co.uk
Pivotal is an equal opportunities employer and we encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.