Exponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We're a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Job Description

Overall purpose of the job:

We are seeking a strategic and customer-obsessed Head of Customer Experience to lead and evolve our end-to-end customer journey. This role is critical in shaping how we listen to, respond to, and proactively improve the customer experience across all touch points.

• You will be the owner of our Voice of the Customer (VoC) strategy, ensuring we effectively collect, analyse and action customer feedback to drive tactical and strategic improvement to customer experience and creates efficiencies.
• You will lead, develop and inspire the Client Relations team, ensuring they are equipped to deliver outstanding service, handle complex customer cases, complaint handling and drive continuous improvement in customer satisfaction and loyalty.
• You will lead and develop the Service Management Office who are responsible for managing major customer incidents, problem resolution with a customer-first lens, and ensuring change initiatives are designed and implemented with minimal customer disruption.
• This is a cross-functional leadership role, working closely with Sales, Operations, Service Delivery, and Customer Support teams to embed a culture of continuous improvement and service excellence.

Key responsibilities for this job:

Customer Experience

• Develop and drive a holistic customer experience strategy aligned with the company's mission and values.
• Champion a customer-centric culture across the organisation.

Voice of the Customer (VoC)

• Own and evolve the VoC program, collecting, analysing, and synthesizing customer feedback from multiple sources.
• Deliver actionable insights and advocate for customer needs in strategic decision-making.
• Regularly report on customer sentiment, pain points, and improvement opportunities to senior leadership.

Client Relations & Complaints Management

• Lead, manage, and develop the Client Relations team to handle escalated and complex customer interactions.
• Oversee the end-to-end complaints process, ensuring fair, timely, and consistent resolution in line with regulatory requirements and internal standards
• Monitor trends in complaints and escalations to identify areas for proactive improvement
• Maintain a high standard of written and verbal communication with customers and stakeholders.
• Management of case queue, maintaining prompt and regular communication to customers to aligned KPI's/SLA's

Service Management Office

• Lead, manage and develop the Service Management Office team to serve as the customer experience lead during major incidents, ensuring clear, timely, and empathetic communication
• Build strong stakeholder relationships and ensure the team collaborate with technical and support teams to mitigate impact, manage escalations, and drive resolution.
• Track recurring issues and drive systemic fixes to improve service reliability and reduce contact drivers.
• Lead customer-focused change initiatives, ensuring that planned changes are communicated and executed with minimal disruption.

Knowledge and experience required:

• Proven experience in a senior customer experience, client relations, or service operations leadership role.
• Strong track record of leading cross-functional initiatives and influencing at all levels.
• Experience managing a complaints function
• Demonstrated ability to turn customer insights into strategic actions and measurable improvements.
• Familiarity with customer feedback platforms, ticketing systems, and service management tools
• Excellent communication, conflict resolution, and stakeholder management skills.
• Empathetic leader with a bias for action and customer advocacy.

Desirable knowledge and experience:

• ITIL Foundation or equivalent service management certification.
• Experience with incident and problem management frameworks (e.g., ITIL).

Our People

Our people are what makes Exponential-e Group the company it is today. This year's employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.

Exponential-e designs, builds and manages network, cloud and cybersecurity infrastructure to deliver enterprise-grade connectivity and services.