Head of Customer Experience

We are seeking a strategic and customer focussed Head of Customer Experience to lead and continuously improve our customer experience across all distribution channels. This role is pivotal in shaping the end-to-end customer journey, driving performance against key CX metrics, and embedding a customer-first culture across the business.

The successful candidate will also play a significant role in the development and evolution of our selling systems, ensuring they enhance both the customer experience and the effectiveness of our people.

Key Responsibilities

Customer Experience Strategy & Leadership

• Develop and execute a comprehensive CX strategy aligned with Hays Travel’s vision and values.
• Lead continuous improvement initiatives to enhance customer satisfaction, loyalty, and advocacy.
• Own and evolve the customer journey across all channels: retail, online, contact centres, homeworking, and franchise.

Performance & Metrics

• Define, track, and report on key customer experience metrics.
• Use data-driven insights to identify trends, pain points, and opportunities for improvement.

Selling Systems Development

• Collaborate with technology and operations teams to shape the development of selling systems.
• Ensure systems are designed with customer and employee experience in mind, driving efficiency and satisfaction.
• Act as a key stakeholder in system testing, feedback loops, and rollout strategies.

Stakeholder Engagement

• Work cross-functionally with senior leaders, marketing, operations, finance and digital teams to ensure a consistent and seamless customer experience.
• Act as the voice of the customer in strategic decision-making forums.

External Partnerships

• Manage the relationship with the Institute of Customer Service, ensuring alignment with best practices and industry standards.
• Represent Hays Travel at relevant industry events and overseas conferences as required.

Requirements

• Proven experience in a senior customer experience or customer strategy role, ideally within a multi-channel environment.
• Strong understanding of CX metrics, customer journey mapping, and service design.
• Experience in influencing or leading system development projects with a focus on customer and employee impact.
• Exceptional leadership, communication, and stakeholder management skills.
• Experience working with or within the Institute of Customer Service is desirable.
• Willingness to travel internationally for conferences and events.
• Ability to work remotely with regular travel to Sunderland HQ (2 days per fortnight).

About Hays Travel

As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.

Our values

Our SMILE values are embedded in to our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work. We’re very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.

What We Offer

• Competitive salary and benefits package.
• Flexible remote working with regular team collaboration.
• Opportunities for professional development and international exposure.
• A supportive, inclusive, and customer-focused culture.