Head of Customer Experience

Come and make a difference at Karbonas the Head of Customer Experience We're looking for an inspiring and experienced leader to join us as our Head of Customer Experience. This is a rare opportunity to shape how customers experience Karbon, influence change across the organisation and make a lasting difference to people's lives. Our Customer Experience team works in collaboration across Karbon to listen to customers and colleagues, learn from their experiences and deliver meaningful improvements that matter. About The Role We're looking for an exceptional Head of Customer Experience to lead the development and delivery of our Customer Experience strategy, shaping how we listen to customers, improve services and build a strong customer culture across the organisation. This is a visible, high-impact leadership role for someone who can combine strategic thinking with practical delivery. You will lead our approach to customer insight, complaints learning, digital customer experience and service improvement - turning feedback into action and making sure the customer voice drives real, lasting change. You'll work across the organisation to influence leaders, build trusted relationships and create the conditions for others to take ownership of improvement - helping to shape services that work better for customers and colleagues alike.

This role will suit a values-led, strategic and highly collaborative leader who is passionate about putting customers at the heart of every decision. You'll be curious, insight-driven and motivated by making a visible difference - someone who can turn customer feedback, complaints and performance data into meaningful service improvement. You'll bring the confidence to influence at every level, the credibility to lead change across the organisation and the energy to champion a strong customer culture across the Group. You'll be equally comfortable setting direction and delivering results, with strengths in leadership, coaching, stakeholder engagement, digital customer experience, service design and performance improvement. Above all, you'll be a positive role model who lives our values, inspires others and brings pace, empathy and accountability to your work. This is a fantastic opportunity for a leader who enjoys building capability, cultivating trust and empowering others to deliver better outcomes for customers - someone who knows that lasting change happens through collaboration, shared ownership and strong relationships.

Key Details

• Head of Customer Experience - permanent role
+ Salary is £67,534 per annum o Location: Gosforth, Newburn or Stanley, TBC with successful candidates, with some homeworking available # Travel to our other offices is required, so access to a car would be beneficial @ 37 hours per week We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they're applying for. The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks. Why Join Us? We offer a generous benefits package to support your wellbeing and development, including: - 26 days annual leave (rising to 31 after 3 years) = Birthday leave
• Occupational pension
+ Health cash plan o Flexible benefits pot # Access to funding for qualifications, conferences, and learning events