Chief Customer Experience Officer (CCXO)

Salary: £105,540 – £124,165 per annum (dependent on experience, Grade B) Geographical allowance may apply
Hours: Full time (35 hours per week)
Contract: Permanent
Location: Home-based, with regular travel to London and across the UK
Reporting to: CEO (member of the Executive Leadership Team)

Functions reporting to the role: Data, Insight & Impact Reporting; Technology & Business Systems; Customer Services

About the role

The Duke of Edinburgh’s Award (DofE) is a world-leading youth charity, empowering young people to build confidence, develop life skills and unlock their potential through a structured programme of volunteering, physical and skills-based challenges.

As Chief Customer Experience Officer (CCXO), you will act as the voice of the customer across DofE, shaping intuitive, inclusive and impactful experiences that drive participation, engagement, income and long-term impact.

You will lead a newly created Customer Experience Directorate, bringing together data and insight, impact measurement, technology, business systems and customer services to deliver seamless end-to-end journeys across digital and physical touchpoints. Central to the role is embedding a truly customer-focused culture across the charity.

About you

We are seeking a strategic, values-driven leader with Executive-level experience and a strong track record of delivering customer-centric transformation. You will have led complex organisations through digital and cultural change, using insight and user-centred design to improve both customer outcomes and organisational performance.

An inspiring and inclusive leader, you will be comfortable influencing at Board level and aligning customer needs with organisational purpose. Commercially astute, with experience managing budgets and supplier relationships, you will combine innovation with strong governance, risk management and safeguarding. You will also bring a strong understanding of technology, data and emerging trends, including AI, and a clear commitment to equity, diversity and inclusion.

Key responsibilities

• Lead and develop a multidisciplinary team of c.25 colleagues.
• Act as the strategic lead for customer experience, user experience, data and technology, advising the Executive and Board
• Drive digital transformation to improve user experience, efficiency and value while managing risk and compliance
• Partner across the organisation to design services and systems around customer needs
• Develop and deliver a customer experience strategy aligned to DofE’s strategic and financial goals
• Define and track metrics to improve customer and employee experience and demonstrate impact
• Own and govern end-to-end customer journeys, ensuring consistent, high-quality and accessible experiences
• Manage significant budgets and external supplier relationships, ensuring quality and value for money and alignment with DofE’s mission and values.

Additional information

DofE is committed to safeguarding and promoting the welfare of young people. All successful applicants will be required to complete appropriate safeguarding checks, including an Enhanced DBS, references covering gaps in employment or education, right to work checks and a health assessment.

As a Gold Investors in People organisation, DofE is committed to supporting staff to develop professionally and personally. We promote wellbeing and foster an inclusive environment where colleagues feel able to bring their whole selves to work.

Benefits

We offer excellent staff benefits including a generous pension contribution, an employee assistance programme, healthcare cash plan and volunteer leave. Also, 25 days holiday, plus Bank Holidays and an additional 3 days paid leave between Christmas and the New Year. Buy additional annual leave, benefits discount website, death in service benefit 4 x salary, incapacity benefit, generous family leave and sick leave.

For a confidential and informal discussion, please contact Grace Tattersall prior to the closing date.

Closing Date – Midnight, Sunday 21^st June

First-stage interviews (Online) – 2nd and 3rd July

Second-stage interviews (in person) – 9th and 10th July

The DofE are committed to safeguarding and promoting the welfare of young people.   All successful applicants will be required to undergo an Enhanced Disclosure and Barring Service check. (e.g. DBS/PVG or similar), including references covering any gaps of employment/education, confirm eligibility to work in the UK and complete a health check.

**The DofE geographical allowance is based on a member of staff having a home or office-based postcode within 30 miles (as the crow flies) from Charing Cross, WC2N 5HS. The allowance is 7% capped at £4,000 per annum.

The DofE are committed to building a diverse and inclusive workplace that reflects the communities we serve and welcome applications from everyone. We actively encourage applications from Black, Asian, and minority ethnic candidates, as we recognise individuals from these groups are under-represented in our workforce and we value the unique perspectives and expertise you bring. Your talent and voice matter, and we would love to hear from you.