Head Of Customer Experience (HCX)

Our Head of Customer Experience (CX) will lead in making Redsquid a truly customer-first business - ensuring every client interaction, from onboarding to renewal, is seamless, consistent, and value-driven. You will protect revenue by fixing the root causes of churn, instilling customer-first behaviours across the company, and owning key CX metrics.

About the Job

• Location: (HQ Borehamwood)
• Permanent, Full-time
• Monday to Friday: 37.5 hours per week

This critical role will lead the design and execution of Redsquid's customer-centric strategy to drive customer satisfaction, retention, and revenue growth. The HCX focuses on embedding CX excellence across all touchpoints and ensuring Redsquid delivers world-class experiences to our clients.

For us this means our HCX takes a lead in supporting and developing our CX plans and customer performance metrics and customer first approach & strategy.

Duties & Responsibilities

• Build and own the end-to-end customer journey across all departments
• Establish and drive NPS/CSA/Churn tracking and act on insights
• Proactively identify at risk customers and create playbooks to retain them
• Collaborate with Sales, Ops, and Service Delivery to close experience gaps
• Champion onboarding quality, proactive communication, and issue resolution
• Introduce scalable CX processes across organic and acquired clients
• Present regular CX impact reports to the SLT and Board
• Lead a small cross functional "customer squad" (could be matrix led)
• Produce customer insight management by analysing Net Promoter Score (NPS) and other relevant customer data to benchmark the customer experience
• Develop actionable insights from customer feedback to inform strategic decisions and enhance customer satisfaction.
• Oversee the management of customer complaints, ensuring they are handled efficiently and within agreed frameworks
• Organise and coordinate the escalation process for complaints, ensuring timely resolutions and effective communication with stakeholders.
• Perform comprehensive quality assessments to ensure that service standards are consistently maintained.
• Implement quality control measures and develop improvement plans based on assessment results.

Skills and Experience required as a Head of Customer Experience (HCX)

• A strong background in both CX delivery & strategy, with an ability to bridge insight, vision, and delivery
• Strong experience as CX within Tech, MSP or Telco
• Deep understanding of the client / customer ecosystems thinking , design & interconnected IT MSP services and experiences
• Confidence in conducting research including customer interviews, surveys, usability testing and behavioural analysis
• Strategic and curious mindset - comfortable operating across ambiguity and complexity, and equally confident crafting customer journeys and pitching the Redsquid customer first vision.
• Proven ability to craft high quality presentation decks using PPT / Miro / Sketch / Keynote
• Proficiency in using data and behavioural insights to inform decision making and measure CX performance.

Redsquid Communications Ltd is an equal opportunity employer. We take all reasonable steps to employ, train and promote employees based on their experience, abilities, and qualifications, without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origins and caste), religion or belief, sex, or sexual orientation.

At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and furthermore Voice solutions.
We are here to improve our customers businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs.

Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!

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