Head Of Customer Experience (HCX)
SKILLS
FULL DESCRIPTION
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 & 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.