Head of Customer Success & Experience

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least two days a week.

As the UK’s largest independent full fibre network and wholesale platform of choice, we’re busy setting new standards for what digital infrastructure can and should be.

Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives.

At CityFibre, you’ll be part of something bigger, helping to build a better-connected Britain, together.

Joining us as a Head of Customer Success & Experience

You’ll lead the strategy and execution of a best-in-class customer experience, shaping how we engage, retain and grow our customer base while driving measurable improvements in service performance and satisfaction.

You’ll receive a competitive salary of up to £100,000, a £7,200 car allowance, and a performance related bonus.

This is some of what you can expect to be doing:

• Define and deliver a company-wide customer experience strategy, ensuring consistency and excellence across all touchpoints
• Lead and develop a high-performing Customer Success & Experience function, embedding a culture of continuous improvement
• Design and oversee the end-to-end customer success framework, driving onboarding, adoption, retention and growth
• Use customer insight and data to influence decision-making and drive measurable improvements in service performance
• Own service performance outcomes, setting and tracking key metrics to optimise quality, efficiency and customer satisfaction
• Partner cross-functionally to embed a customer-first approach across product, sales, marketing and operations

What you’ll bring to the role

Proven senior leadership experience in customer success, customer experience or service operations, with the ability to translate strategy into measurable outcomes.

You’ll also have:

• Strong track record of delivering customer-centric strategies that improve retention, satisfaction and growth
• Experience leading and developing high-performing teams within complex, fast-paced environments
• Ability to use data and insight to drive decision-making and continuous improvement
• Exceptional stakeholder management and influencing skills at senior level
• Experience delivering transformation and change across customer-facing functions

Life at CityFibre

Everyone deserves to feel heard, valued and truly included. Working alongside our Employee Communities, we’re committed to creating a workplace where people feel a genuine sense of belonging and pride in what they do. That’s why we’re proud to be a Times Top 50 Employer for Gender Equality, endorsed by WORK180, a Disability Confident Leader, a Care Leaver Friendly Employer, and a signatory of the Armed Forces Covenant Gold Award.

We’ll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life – including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family‑friendly policies.

Find out more about our culture, communities and benefits on our careers site.

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at [email protected]. We want to help!