Head of Customer Experience

Manchester Source: WhatJobs

£54,000–£66,000

Role Title: Head of Customer Experience
Salary: Up to £60,000 per annum (dependent on experience)
Location: Manchester (hybrid working available)

About British Cycling

British Cycling exists to bring the joy of cycling to everyone.

We have embarked on an exciting new journey, with a modernised commercial and events offering grounded in social impact and storytelling, harnessing the spotlight and inspiration of our athlete’s performance on the world stage, and our growing portfolio of major events.

We are working towards our three key priorities outlined in our strategy; to support and grow the sport to make cycling more inclusive and accessible, to lead on the world stage by winning and winning well, and to drive social impact by tackling inequalities through providing opportunities.

What will you be doing?

Defining and leading British Cycling's customer experience strategy, ensuring members, riders, volunteers, fans and partners feel a stronger sense of belonging and connection to cycling.
Building and embedding a customer experience operating model that connects products, services, teams and community touchpoints into a seamless customer journey.
Improving customer entry routes into cycling by making pathways to ride, train, lead, volunteer and watch easier to understand and access.
Leading the selection, implementation and continuous improvement of customer service platforms and digital infrastructure.
Developing meaningful customer experience measures, including customer satisfaction, Net Promoter Score and customer journey insights, to drive service improvements.
Acting as the voice of the customer at executive level, ensuring customer needs and accessibility considerations shape organisational decision-making.
Leading, developing and inspiring the Customer Experience team to deliver outstanding support and positive customer experiences.
Using customer insight and data to identify barriers, improve access and support growth in participation, engagement and retention.
Building influential relationships with senior leaders and stakeholders to ensure customer experience contributes to long-term organisational success.

What we’re looking for:

Proven experience leading customer experience transformation, service centralisation or operational improvement within a complex organisation.
Demonstrable experience designing and implementing cross-functional or hub-and-spoke service models.
A strong track record of introducing and improving omnichannel customer service models and customer platforms.
Experience developing customer experience measurement frameworks, including CSAT, NPS and customer journey insights.
Excellent stakeholder management skills, with the ability to influence senior leaders and drive change in complex environments.
Experience within membership organisations, sport, charities, public sector or other multi-stakeholder environments would be advantageous.
Knowledge of platforms such as Zendesk, Freshdesk, Salesforce Service Cloud or similar customer experience technologies would be beneficial.
A passion for creating inclusive, customer-focused services that support growth, engagement and long-term participation.