Head of Customer Experience

Accepting applications until:

1 June 2026

Job Description

Your Role: Head of Customer Experience

You'll lead the customer experience strategy for Global's consumer-facing digital products, with CRM and owned communications channels as your primary levers for growth, engagement and loyalty.

Sitting in the Consumer Growth team and reporting to the Director, Consumer Product, you'll lead a team of four, overseeing always‑on activity and driving the launch of new, high‑impact campaigns across our apps, websites, smart speakers, in‑car and TV apps.

You'll work across some of the UK's biggest media brands, including Capital, Heart, Smooth, Radio X, LBC, Classic FM and Gold.

• CRM, comms channels & lifecycle performance (40%): Own the day-to-day performance of our core customer communications channels in Braze, including email, in-app messaging, push notifications and onsite messaging. Oversee all live and always-on lifecycle activity across brands, from onboarding to reactivation, ensuring campaigns are well segmented, tested, optimised and driving the right audience and commercial outcomes.
• CX & loyalty strategy (35%): Set and own the customer experience and loyalty strategy for our consumer products. Define clear journeys and principles that drive acquisition, activation, engagement, loyalty and advocacy across mobile apps, websites, smart speakers, in-car and TV apps. Lead the creation, testing and launch of a compelling loyalty proposition that deepens relationships with users of brands including Capital, Heart, Smooth, Radio X, LBC, Classic FM, Gold, Global Player and Global WIN.
• Insight, measurement & collaboration (25%): Build a deep understanding of our audiences through quantitative and qualitative insight, user segmentation and performance analytics. Define and track CX, CRM and loyalty metrics, using experimentation to drive continuous improvement. Lead, coach and develop a team of four, and work closely with Consumer Enterprises, our radio brand teams and colleagues in Product, Data, Marketing and Consumer Enterprises to align activity with brand and business priorities.

What You'll Love About This Role

• Think Big: Shape how millions of listeners and users experience Global's brands, from first interaction through to long-term loyalty.
• Own It: Lead the CX and CRM agenda within Consumer Growth, including the creation and launch of a new loyalty proposition and ownership of key comms channels in Braze.
• Keep it Simple: Turn complex data, segmentation and technology into clear, timely and relevant communications that feel effortless for our audiences.
• Better Together: Work hand-in-hand with Consumer Enterprises, radio brand teams and colleagues in Product, Design, Data, Marketing and Technology.

What Success Looks Like

In your first few months, you'll have:

• Defined and socialised a clear CX and loyalty strategy for our consumer products and platforms.
• Mapped and prioritised key lifecycle journeys and communications touchpoints, from onboarding to long-term engagement
• Built strong relationships with teams in Product, Data, Marketing, Consumer Enterprises and within radio brands.
• Established / refined dashboards and KPIs for CX and loyalty performance across channels in Braze.
• Delivered quick-win improvements to core journeys and communications, with clear impact on engagement, retention or loyalty.
• Set out and begun delivery of a plan to design, test and launch a scalable loyalty proposition.
• Aligned and energised your team of four around clear goals, ways of working and development plans.

What You'll Need

• CX/CRM & loyalty leadership experience: Proven track record leading customer experience and/or CRM for digital consumer products, ideally including loyalty or membership programmes.
• Braze & channel ownership: Hands-on experience using Braze (or a similar platform) to build, run and optimise multi-channel lifecycle campaigns at scale.
• Data & segmentation skills: Strong capability in audience segmentation, experimentation and performance analytics, and in translating insight into better journeys and campaigns.
• Collaborative leadership: Ability to lead a team, nurturing talent by empowering and guiding individuals to unlock their potential, and influence cross-functional groups including commercial, brand and product stakeholders.
• Customer-first mindset: Passion for understanding audiences and championing simple, inclusive and accessible experiences across platforms.
• Delivery focus: Comfort moving between big-picture strategy and hands-on delivery, prioritising ruthlessly and adapting as you learn.
• Building Trust: Creating and maintaining an inclusive environment where diverse views and experiences are welcomed and celebrated in your team