Customer Experience Leaders own how it feels to be your customer; the strategy, the journey design and the voice of the customer programme.
Jobs we recruit for
Customer Experience Strategy Lead
Customer Experience Manager
Head of Service Design
Head of Customer
Voice of Customer Expert
Customer Experience Director
Customer Experience Officer
Transformation Experts and Consultants
Customer Experience Leaders own how it feels to be your customer; the strategy, the journey design and the voice of the customer programme.
Jobs we recruit for
Customer Experience Strategy Lead
Customer Experience Manager
Head of Service Design
Head of Customer
Voice of Customer Expert
Customer Experience Director
Customer Experience Officer
Transformation Experts and Consultants
What good looks like
The Customer Experience function owns the end to end, get this function right and you'll have a real commercial advantage.
Where it fails
A CX title with a customer service remit, so nobody owns the journey outside the contact centre.
Skills
Holding the experience consistent across teams and partners the CX director doesn't employ.
Leaders that succeed:
They change departments they don't lead, which is most of the journey.
What our clients have to say
"Capable people are easy to find. The hard part is finding leaders who fit the business, the culture and the stage of growth. Katy invests the time to understand both the organisation and the individual, looking past the CV to leadership style, values and long-term potential. Her introductions are aligned as well as qualified."
Rachel Percival
Director of
CX
"Katy is one of the most knowledgeable people I have worked with in the talent space. She takes the time to understand your strengths and where you want to get to, rather than matching a CV to a job description. Her skills analysis work helps organisations see their capability gaps clearly. I recommend Stellify highly."
Tom Reekie
Head of
CX, NCP
FAQs
What does a Customer Experience (CX) Director do?
A Customer Experience Director owns how it feels to be your customer across the whole journey: the strategy, the journey design and the voice-of-customer programme. They join up the moments a customer has with your business and lead the work to improve the ones that matter most. They are usually measured on satisfaction, effort and retention.
What is the difference between Customer Experience and Customer Success?
Customer Experience shapes how every customer feels across the whole journey, while Customer Success works with named accounts to help them reach their goals and renew. CX is broad and often brand-wide; Success is account-level and usually tied to revenue retention. Larger businesses run both, led separately.
How much does a Customer Experience Director earn in the UK?
A Customer Experience Director in the UK typically earns around £70,000 to £130,000, depending on sector, company size and the breadth of the remit. Roles that span strategy, insight and service across a large customer base sit at the upper end. (Indicative; confirm against Stellify placement data.)
How do you measure customer experience?
Customer experience is usually measured with a small set of metrics: satisfaction (CSAT), customer effort (CES) and likelihood to recommend (NPS), read alongside retention and complaint data. The number matters less than what a business does with it. A strong CX leader ties every measure to a decision and a change customers can feel.
What is a Voice of Customer (VoC) programme?
A Voice of Customer programme is the structured way a business collects, interprets and acts on what customers tell it, through surveys, feedback, complaints and behaviour. Owned well, it turns scattered feedback into a clear list of things to fix and prove. It usually sits within the Customer Experience function.
When should a business hire a dedicated Customer Experience leader?
A business should hire one when the customer journey crosses too many teams for anyone to own the whole of it. If satisfaction is slipping, feedback goes nowhere, or every department improves its own step while the overall experience frays, a CX leader gives the journey a single owner. Appointing before the cracks reach the board makes the work cheaper and faster.