Freshminds has been retained by a large transport and logistics firm to find a Head of Customer Excellence.

Reporting to the Director of Transformation, you will lead the customer excellence agenda across a complex, multi‑site operation, translating customer insight into actionable programmes that improve customer outcomes and drive measurable performance improvement.

Responsibilities

• Lead customer insight and NPS programmes, translating data into clear, prioritised improvement initiatives
• Own and evolve the contact centre function, including transformation to a digital‑first operating model
• Define and embed customer experience strategy, aligning service levels with commercial and operational objectives
• Establish governance frameworks to drive delivery of customer‑focused improvement initiatives across the business
• Act as a visible advocate for the customer, influencing senior stakeholders across commercial, ...