Head of Customer Experience

About the role

The Head of Customer Experience will shape how customers perceive the Cheezious brand across all touchpoints, from dine‑in and takeaway to delivery, call centre, social media, website and mobile app. You will measure satisfaction, track brand health and turn insights into actionable improvements that enhance every interaction.

Key responsibilities

• Own and execute the end‑to‑end customer experience strategy.
• Monitor and report on customer satisfaction, loyalty and brand health metrics.
• Analyze feedback, complaints, reviews and market insights to identify pain points.
• Lead initiatives that improve the customer journey across all channels.
• Ensure a consistent brand experience in collaboration with Operations, Marketing, Technology and Training teams.
• Build reporting systems and dashboards to measure CX performance.

Required profile

• Bachelor’s degree in Business, Marketing, Management or a related field.
• 5+ years of experience in Customer Experience, Consumer Insights, Brand Health or Service Excellence.

Required skills

• Strong analytical and problem‑solving abilities.
• Experience with customer research, feedback systems and data‑driven decision making.
• Excellent communication and stakeholder‑management skills.

What we offer

• Competitive salary based on experience.
• Opportunity to influence the brand experience of a fast‑growing food service company.