Head of Customer Experience Job Description

A Head of Customer Experience owns how customers feel across every interaction with the company. They map the customer journey, run the voice-of-customer and CSAT or NPS programmes, and work across product, support, sales and operations to fix the causes of poor experience. The role is cross-functional and data-led rather than a single team. A good Head of Customer Experience lifts satisfaction and loyalty measurably, turns customer feedback into concrete fixes other teams own, and makes customer experience a shared priority across the business.

Detail	For this role
Department	Customer Support
Level	Senior management
Reports to	Vice President Customer Experience
Direct reports	Customer Experience Manager, Customer Experience Specialist
Experience	10+ years in customer experience or service with leadership

Head of Customer Experience job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: Head of Customer Experience

Department: Customer Support

Reports to: Vice President Customer Experience

Location: [City], [office, branch or site]

About the role

Key responsibilities

Own the customer experience strategy and the CSAT, NPS and effort metrics across the company.
Map customer journeys across channels and identify the moments that drive satisfaction or churn.
Run the voice-of-customer programme and turn feedback into a prioritised list of fixes.
Work with product, support, sales and operations to own and close experience gaps.
Set and track experience standards and service promises across all channels.
Analyse complaints, feedback and behaviour data to find the root causes of poor experience.
Report experience metrics and improvement actions to the leadership team.
Design closed-loop feedback so customers see that their input led to change.
Lead experience improvement projects and measure their impact on the metrics.
Build customer experience capability and awareness across the organisation.

Requirements

Graduate, an MBA an advantage
Experience leading customer experience or service
A CX or design-thinking certification is an advantage
10+ years in customer experience or service with leadership

KRAs and KPIs for a Head of Customer Experience

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Satisfaction	CSAT and NPS improved against the annual baseline
Churn reduction	Experience-driven churn reduced against the prior year
Issue closure	Top experience issues fixed with owners and deadlines each quarter
Voice of customer	Feedback loop closed for the majority of raised issues
Journey coverage	Key customer journeys mapped and improved on schedule
Cross-team action	Experience fixes owned and delivered by the responsible teams

Skills and tools

Customer experience strategyJourney mappingVoice-of-customer programmesCSAT and NPS analyticsRoot cause analysisCross-functional influenceData analysisCommunicationProgramme management

Tools used day to day: CX and survey platforms, CRM, Analytics and BI tools, Journey mapping tools, MS Excel.

Reporting line and career path

Moves up from: Customer Experience Manager, Head of Customer Support, Service Delivery Manager
Next roles: Vice President Customer Experience, Chief Customer Officer, Chief Operating Officer

Interview questions for a Head of Customer Experience

How do you build a customer experience strategy that other teams actually act on?
How do you turn voice-of-customer feedback into concrete fixes?
Which experience metrics do you track, and how do you use them?
How do you get product and operations to own experience gaps they created?
Walk me through a journey you mapped and the improvement it led to.
How do you prove that a customer experience programme delivered value?

Managing a Head of Customer Experience in ZeniaHR

AttendanceOffice based on a general shift with some flexibility and work from home for analysis-heavy days. Attendance comes from web punch on the office network and the mobile app for remote days within the monthly work from home limit. Keep grace generous, since the output is measurable experience improvement rather than punch timing.LeaveCoordinate leave with the teams so improvement projects and reviews are not all stalled together, and name a backup approver. Earned leave carries forward within the cap and can be encashed at year end as per policy in the leave ledger.Performance and KRAsSet the KRAs above as goals in an annual review cycle with quarterly checks on CSAT, NPS and issue closure. Review managers monthly on their programmes. Rate any managers still in probation on the 1 to 5 probation review with a comment.

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Frequently asked questions

What does a Head of Customer Experience do?

A Head of Customer Experience owns how customers feel across every interaction. They map customer journeys, run voice-of-customer and CSAT or NPS programmes, and work across product, support, sales and operations to fix the causes of poor experience. They turn feedback into concrete fixes other teams own and make experience a shared priority across the business.

What is the difference between customer experience and customer support?

Customer support resolves individual queries and issues when customers reach out. Customer experience is broader: it covers how customers feel across the whole journey, from marketing and buying to using the product and getting help. Support is one part of experience. The CX head works across all teams, not just the support desk.

What qualifications does a Head of Customer Experience need?

A graduate degree is the usual base and an MBA is an advantage. Employers value experience leading customer experience or service, strong data and analytics skills to read CSAT and NPS, and the ability to influence product, sales and operations. A CX or design-thinking certification helps but a record of measurable improvement matters most.