Are you an experienced operational leader with a history of taking full ownership of the customer journey in a growing, highly regulated, products business? This is your opportunity to shape the future of a customer contact centre and deliver measurable improvements to customer experience and operational efficiency.Client DetailsAs Head of Customer, you will lead the entire customer operation, overseeing: A multi-channel contact centre (digital, telephony, email, and admin)Full product journey management - from initial enquiry to delivery, aftercare, and repeat orders.Specialist teams including Training, Quality, Resource Planning, and Digital Experience. DescriptionYou will own the customer strategy and work closely with internal teams - including Warehouse, Logistics, and Sales - to ensure a consistent, seamless customer experience. Reporting directly to the C-suite and working with PE partners, you will also hold accountability to the regulator, ensuring all customer compliance and recommendations exceed expectations. This is a hands-on leadership role where you can make a real impact on every advisor and customer. We''re looking for someone who can: Drive innovation and implement operational strategies that improve adherence, waiting times, and efficiency without compromising service levels.Understand complex product journeys - ideally with experience in manufacturing-to-consumer delivery processes within a regulated environment.Own and deliver a CX strategy with measurab