Head of CX Insights

Head of CX Insights London, hybrid (2 days in) An opportunity to lead customer experience strategy across digital channels, and contact centres, with responsibility for CX platforms, CX insights, and transformation. You’ll oversee customer listening systems, deliver the Voice of Customer (VoC) platform roadmap, and guide how customer insights are shaped for ExCo and board decision‑making. You’ll also drive the future CX vision, bringing structure and recommendations in areas of high ambiguity. The role. * Provision of strategic advice to group executives to support the decision-making process of business challenges and opportunities. * Development and implementation of strategic advisory incentives to grow and optimise operations, through market research and analysis. * Collaboration with various stakeholder groups to identify the appropriate strategic direction. * Collaboration with internal stakeholders to maintain client relationships and develop new relationships to identify opportunities. The candidate. * Voice of Customer (VoC) Expertise: Proven experience using VoC data, customer feedback, and insights to build clear business recommendations and shape strategic decisions. * Customer Listening and Survey Design: Experience in designing customer surveys, leveraging indirect feedback sources, developing inferred measures from operational data sources and making informed vendor/platform decisions across CX programmes. * Consulting Experience: Background in leading or advising organisations on Voice of the Customer programmes, with exposure to multiple VoC providers and methodologies. * Executive Communication and Storytelling: Ability to translate complex analysis into compelling narratives for senior leaders, synthesising insight and shaping messages & decisions for ExCo‑level audiences. * Transformation Leadership: Great leadership in driving CX transformation, bringing structure to ambiguity, elevating team output, and steering business direction through insight‑led decision‑making