This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.Director of Customer Experience TransformationLocation: Milton Keynes / HybridReporting to: COOAbout UsWe're on a mission to make home moving easier. With over 140million visits per month across UK movers, and customers spending more than a billion minutes on Rightmove, our digital-first, high-traffic platform is central to the UK market. We provide a full suite of products and services to help our customers grow and succeed.The RoleAs our Director of Customer Experience Transformation, you'll craft and drive a step-change CX strategy aligned to our mission and digital ambitions. You'll modernise support systems, embed efficiency and AI capabilities, define meaningful KPIs, and lead a people-focused transformation on how we deliver customer excellence.Key ResponsibilitiesStrategy & InnovationDefine and deliver a transformation roadmap bringing together operational excellence, digital innovation (including AI/self-service), and customer-centric design.Monitor customer insight, competitor behaviour, technology trends, and industry benchmarks to adapt and evolve the CX vision.Introduce differentiated, forward-looking CX solutions to elevate our service proposition.Lead budgeting and forecasting for CX transformation efforts.Leadership & Change ManagementDesign and implement an operating model to support CX strategy at scale.Plan and manage change: assess impacts, risks, training needs and stakeholder communication throughout rollout.Build, mentor and retain a high-performing team, fostering a continuous learning and ownership culture.Operational Excellence & Customer Centric DeliveryDevelop and manage KPIs (e.g. CSAT, NPS, time-to-value, resolution rate) to measure performance and inform continuous improvement.Map key customer journeys ("moments of truth"), identify friction, and lead improvement initiatives.Embed systems and processes to capture, analyse and act on customer feedback in real time.Champion customer-centricity across functions and in decision-making.Communication & CollaborationProvide regular updates to executive stakeholders on insights, progress, risks and wins.Keep the CX team aligned with broader company news, strategy and values.Collaborate with Product Development, Marketing, Sales and Operations to ensure seamless end-to-end CX.Promptly escalate any issues impacting strategy fulfilment.Who We're Looking ForA customer-obsessed leader, passionate about building world-class CX and driving innovation.Strategic thinker and problem solver who connects insight to action and brings teams with them.Skilled multitasker, able to balance multiple strategic and operational priorities.Clear communicator - able to translate complex strategy into plain language across audiences.Strong ownership mentality: high accountability for quality of delivery.Proven track record in senior CX or Customer Transformation roles, ideally in digital or SaaS-driven environmentsExperience implementing scalable digital support, AI-enabled tooling, and self-service adoption.Excellent stakeholder management, leadership experience, preferably in fast-paced/agile environments.Coach and mentor mindset: committed to growing others.Naturally curious, data-driven, adaptable and pragmatic in execution.Why Join?Lead high-impact transformation in a high-visibility role within a digitally-driven, UK-leading consumer platform.Join a culture that values innovation, collaborative leadership and continuous improvement.Influence the future of how hundreds of thousands of home movers and customers experience Rightmove.If you're excited by the prospect of reimagining customer experience at scale - through strategy, data, innovation and strong team leadership - let's talk. #J-18808-Ljbffr