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Customer Experience & Proposition Lead | £100,000–£120,000 + 50% Bonus + Car Allowance | North London (Hybrid, 3 days per week) | JA9790
A nationally recognised, market-leading organisation is seeking a revolutionary Customer Experience & Proposition Lead / Head of Customer Experience to redefine how millions of their customers engage with its services across the UK.
As the Customer Experience & Proposition Lead / Head of Customer Experience, you will step into a new, high-impact role with the rare opportunity to build a customer-strategy function from the ground up. In this role, you will act as the architect of the organisation’s entire customer proposition, shaping how every moment feels.
Salary: £100,000–£120,000 + 50% Bonus + Car Allowance + Benefits
Location: North London (Hybrid, 3 days per week)
This individual-contributor position spans hands-on data insight generation through to end-to-end customer-journey design and proposition development, giving you direct influence on brand health, commercial performance and long-term customer satisfaction and retention.
The Customer Experience & Proposition Lead / Head of Customer Experience will:
- Shape and deliver customer-centric strategies that drive brand vision and commercial growth.
- Partner with marketing, operations, digital and tech to embed customer obsession across the business.
- Design experiences that increase loyalty, repeat visits and long-term customer value.
- Balance creativity with commercial pragmatism to focus excellence where it matters most.
The Customer Experience & Proposition Lead / Head of Customer Experience will:
- Be customer obsessed.
- Have a strong analytical approach to problem-solving and turning insight into action.
- Experience within strategy consultancy and/or consumer-facing organisations.
- Have proven experience of leading and implementing new company-wide initiatives.
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