Head of Customer Experience

The Head of Customer Experience is the single accountable owner for every Commsworld customer after contract signature — from order through go-live, in-life service and fault resolution.

Purpose. Today the customer journey is split across four teams and two leaders. This role brings Order Management, Customer Service, the Customer Management Office and Service Management under one leader, with one set of customer measures. The postholder joins up first- and second-line support, removes handoffs, and makes sure service reviews are backed by the teams doing the work.

Key responsibilities

Customer journey and experience

Own the end-to-end customer journey from order to live service to fault resolution, with no handoffs visible to the customer.
Set and report one set of customer measures: order-to-live time, fault resolution, SLA performance and customer satisfaction.
Act as the customer's advocate into delivery, holding an agreed handoff point and a joint weekly order review with the Chief Delivery Officer.
Build a customer feedback loop and use it to drive service improvements.

Service Management

Lead the Service Delivery Managers who run service reviews, SLA reporting and customer governance for key accounts and public sector customers.
Allocate accounts across the team so every customer has a named owner and cover for absence.
Ensure Service Delivery Managers are engaged early in delivery and support Sales on new opportunities.
Act as senior escalation point for customers on service matters.

Incident management (Customer Management Office)

Lead second-line incident management across a 24x7 shift pattern through two Team Leaders.
Join up first- and second-line fault handling for cleaner escalation and faster resolution.
Drive major incident management, root-cause analysis and service improvement actions.

Customer Service and Order Management

Lead first-line contact, fault logging and order progress through the team's leadership.
Make sure customers get proactive updates from order placement to go-live.
Cross-skill the team to cover peaks and absence.

Transformation and people

Introduce AI tooling and automation to improve efficiency and customer outcomes, moving towards hybrid customer and order roles over time.
Lead, coach and develop the team; manage performance, capacity and resourcing.
Work within ISO 9001, ISO 27001 and Cyber Essentials Plus processes.
Contribute to COO leadership team planning.

Scope and key relationships

Internal: COO; Chief Delivery Officer (order scheduling and field delivery); Service Delivery Director(GCC); Head of Network Operations; Head of Infrastructure; CISO; Chief Architect; Sales; Finance.

External: Customer service owners and contract managers, including council and enterprise customers; key suppliers and carriers on fault escalation.

Success measures

Targets to be set with the COO in the first 90 days.

Measure	What good looks like
Order-to-live time	Reduced and reported monthly to key customers
Fault resolution	Faults fixed within target time; fewer repeat faults
SLA performance	Contracted SLAs met across all key accounts
Customer satisfaction	Measured regularly and improving year on year
Account coverage	Every major customer has a named Service Delivery Manager and a service review cadence
Efficiency	AI and automation adopted, with measurable productivity gains
People	Stable, cross-skilled team with cover for absence and peaks

Person specification

Essential

Senior leadership of customer service, service management or service delivery in telecoms, managed services or IT.
Track record running incident management, including 24x7 operations and major incident handling.
Experience owning SLAs and service reviews with large public sector or enterprise customers.
Leading multi-team functions through team leaders, including performance management and change.
Strong data skills: sets KPIs, reads trends and acts on them.
Confident, credible communicator with senior customers and internal leaders.

Desirable

ITIL v4 or equivalent service management qualification.
Knowledge of connectivity, networks and fibre services.
Experience introducing AI, automation or self-service in a customer operation.
Experience of order management and provisioning processes.
Familiarity with ISO 9001 and ISO 27001 environments.

Behaviours

Customer-first: owns the outcome, not just the handoff.
Calm and decisive under pressure.
Builds trust across teams and holds them to account.
Curious about better ways of working.

About Commsworld

Commsworld delivers connectivity, network and managed services to public sector and enterprise customers across the UK, including Glasgow City Council and councils, universities and businesses nationwide. We hold ISO 9001, ISO 27001 and Cyber Essentials Plus certifications.

This is a new role, created to give our customers one accountable owner for their experience. You will shape the function from the start and sit in the COO's leadership team.