Head of Customer Experience

Location London/High Holborn

Working model: Hybrid, with regular office touchpoints

Contract type 12-month fixed-term

About Algeco

Algeco is a leading provider of modular and portable space solutions in the UK, supporting customers in the construction, education, healthcare, commercial and public sectors. As part of Modulaire Group, a global leader in modular solutions, Algeco delivers flexible and sustainable spaces and services to customers in a wide range of markets.

About the Role

We’re looking for an experienced Head of Customer Experience to lead the design and delivery of a customer-centric operating model across the full customer lifecycle. The role will connect Sales, Operations, Customer Care, Finance, Fleet, Logistics, Marketing and Digital to create a seamless, proactive and commercially focused customer experience, driving customer satisfaction, retention and sustainable growth.

Key Responsibilities

• Lead the Customer Experience strategy and end-to-end customer journey
• Lead and develop the Customer Care function, setting service standards and KPIs
• Drive Voice of Customer, NPS, complaints and customer insight to improve experience
• Partner with Sales and Account Management to strengthen retention, renewals and growth.
• Drive cross-functional improvement, connecting Sales, Operations, Finance, Fleet, Logistics, Marketing and Digital
• Lead process, CRM, data and digital improvements that enhance the customer journey.
• Establish CX governance, reporting and performance measures
• Champion the customer voice and drive continuous improvement and service recovery

What We’re Looking For

• Senior experience in Customer Experience, Customer Operations, Customer Care or transformation.
• Strong understanding of end-to-end customer journeys and operating models.
• Proven track record of cross-functional change and continuous improvement.
• Strong commercial and data-driven mindset, with experience using CX and operational metrics.
• Excellent stakeholder management and influencing skills at senior level.
• Experience leading and developing customer-facing teams.
• Understanding of CRM, case management and digital customer solutions.
• Confident managing complex customer issues and escalations in a fast-paced environment.

If you’re passionate about transforming customer experience and want to make a visible, measurable impact across an organisation, we’d love to hear from you.

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