Customer Experience Lead
MBM are working exclusively with a leading London-based transport company to appoint a Customer Experience Lead. This is a newly created role, offering a unique opportunity to shape and deliver an outstanding, end-to-end customer journey across their transportation services.
The Role
This is a director-level position, leading a team of 5, with significant visibility across the business. You will take ownership of the customer experience strategy—using data and insights to define, articulate, and deliver a clear plan that drives both customer satisfaction and commercial performance.
Operating in a fast-paced, growing, and entrepreneurial environment, this role suits someone who thrives on autonomy, takes ownership, and enjoys building something impactful from the ground up.
Key Responsibilities
Own and evolve the full customer journey across all touchpoints
Develop and deliver a clear customer experience strategy aligned to business goals
Generate, analyse, and leverage data (KPIs, NPS, insights) to drive decision-making
Engage and influence stakeholders across the business to embed a customer-first approach
Build strong cross-functional relationships with operations, marketing, IT, and commercial teams
Lead and develop a high-performing customer service and customer experience team
About You
Data-driven and insight-led, with a passion for using analytics to shape strategy
Strong experience engaging stakeholders and influencing at all levels
Proven ability to translate insights into clear, actionable plans
Background in customer experience roles within transport, hospitality, or similar environments
A senior manager or head of level candidate ready to step into a director-level role
Comfortable working in a dynamic, evolving organisation with high levels of autonomy
Additional Info
Newly created role as part of organisational transformation
London-based with travel across sites
Inclusive and collaborative culture
If you’re looking for a role where you can take ownership, shape strategy, and make a real impact in a growing business, we’d love to hear from you.
