Head of Customer Experience

Duncan and Todd are the leading sight and hearing care specialists in Scotland.  In operation for over 50 years, the Group encompasses over 40 retail branches, a multi-million pound ophthalmic lens manufacturing laboratory, and a corporate eyecare provision.  The group is committed to providing the very best of care and service to its communities. 

Our aim since day one has always been to provide accessible, professional, quality eye and hearing care to local communities – irrespective of whether you live in a city or rural location, and with 43 practices across Scotland there will be one near you. 

We are looking for a Head of Customer Experience who will work closely with the Marketing team and be tasked with building a customer centric culture, ensuring that every interaction with the company contributes to a positive and profitable relationship.  You will focus on understanding customer’s needs, gathering feedback and identifying strategies to optimise their experience. The role reports into the Chief Commercial Officer.  

• Create a customer journey that is consistent and aligned across the business and leads to higher customer satisfaction and increased profitability.  

• Develop and create the customer experience standards and ways of working that are then rolled out across the business.  

• Responsibility for creation of training and coaching content for delivery of these standards across the group and ensuring controls are in place to ensure adherence to the standards, identifying areas of improvement.   

• Champion the customers voice, working to improve satisfaction, loyalty and retention while reducing the churn and generating new customers across the group.   

• Work with other teams to drive cross functional collaboration (marketing, sales & product) to ensure a consistent and positive customer experience in unison with clinical excellence.   

• Utilise customer insights, personas, and feedback to understand expectations, identifying and championing continuous improvement opportunities.  

• Use data and analytics to make informed decisions about creating and improving the customer experience.  

You are likely to be already working in a Head of Customer Experience or CX Manager role in either a retail or clinical retail setting.  You will have strong CRM experience and a good track record of working with multiple teams across a business.  Sector experience is not essential. 

This is an exciting time to join D&T as we go through huge growth and transition, and you will have the opportunity to really make an impact and be part of our journey. 

You will spend time in the field, travelling across our national branch network.  Location is flexible, with at least 1 day a week required in our Aberdeen HQ.