Head of Customer Experience (HCX)

🔒 Confidential Employer
Posted 1 January 2026
LOCATION
Borehamwood
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Experience Strategy NPS/CSA/Churn Tracking Customer Retention CX Processes Customer Insight Management Customer Journey Mapping Data Analysis Stakeholder Management

FULL DESCRIPTION

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 & Responsibillities

  • 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.
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