Head of Customer Experience

Job Overview

The Head of Customer Experience will lead the development of a truly customer-centric culture at Duncan and Todd, ensuring that every customer interaction reflects and brings to life our brand values. This role is responsible for defining and continuously improving the customer experience across all touchpoints, with a strong focus on understanding customer needs, gathering feedback, and identifying strategies that optimise satisfaction and drive long-term loyalty.

The Head of Customer Experience will design and implement consistent customer journeys that align with our brand promise, enhance satisfaction, and support business growth. They will establish clear customer experience standards and ways of working, ensuring these are embedded across the organisation.

Acting as the voice of the customer, this role will champion initiatives that improve satisfaction, increase retention, and attract new customers. They will work closely with teams across marketing, sales, and product to foster cross-functional collaboration and ensure a seamless, values-driven customer experience at every stage of the journey.

Key Responsibilities:

• Lead the creation of the customer journey, including roll out and monitoring adherence. Mapping the current journey to identify pain points and areas of improvement.
• Gathering customer insights and feedback to understand customers needs and expectations to identify continuous improvement opportunities
• Utilise data and analytics to make informed decisions to improve the customer experience.
• Developing and implementing strategies to enhance customer satisfaction and loyalty working with cross functional teams where necessary.
• Tracking and reporting of customer experience metrics, insights and action planning
• Working closely with marketing and product development to ensure alignment and a seamless joined up experience
• Process improvement to streamline the customer journey and enhance efficiencies
• Customer segmentation – understanding different segments and tailor the experience to meet specific needs development
• Brand values understanding – ensure the customer journeys align with the brand promise

Job Profile:

• Previous role as Head of Customer Experience or CX Manager – essential
• Experience of working in retail and/or clinical business – desirable
• Cross functional collaborative working - essential
• CRM proficiency – desirable
• Customer centricity
• Communication & collaboration
• Data Analysis & problem solving
• Flexibility & Innovation
• Leadership& management
• Management of change
• Great communication skills
• Credible
• Analytical skills
• Problem solving
• Leadership skills
• Stakeholder management
• Empathy & advocacy

As a company, the D&T Group offer:

• Competitive salary
• 34 days annual leave (full time equivalent) inclusive of public holidays
• Staff Discount including; 2 x 100% off discount vouchers for spectacles, sunglasses or annual supply of contact lenses per calendar year + generous discount for family and friends
• High Street Vouchers: Discounts for high street shops, supermarkets, restaurants and cinemas through our partner discount platform.
• Employee Assistance Programme: Comprehensive support for all employees from our partners, Care First
• The opportunity to work for a company that cares.
• Career progression opportunities and further training.