Head of Customer Experience

Location : London

The Crown Estate is a £13bn real estate business with an actively managed portfolio of high-quality assets in great locations.

We specialise in commercial property in central London, prime retail across the country and offshore wind. We also have a substantial rural and coastal portfolio and manage the seabed and around England, Wales and Northern Ireland.

Established by an Act of Parliament as an independent commercial business, we return all our profit to HM Treasury, totalling £2.6bn over the last ten years. We have also outperformed the market for nearly a decade.

Our purpose is to create brilliant places through conscious commercialism. This means we take a long term-view and an astute, considered, collaborative approach that helps us create success for our business and those we work with.

We have a wide range of high profile international partners and customers, including a number of global sovereign wealth and pension funds, together with international office occupiers and flagship retailers. Corporately, our significant stakeholders include HM Treasury and the Royal Household.

We are recruiting for a Head of Customer experience on a 12 month FTC. This role will be responsible for leading the development and delivery of the Customer Experience to ensure that The Crown Estate has the necessary strategies, culture and processes in place to drive competitive advantage. You will be accountable for customer satisfaction and continuous improvement by defining solutions to improve performance, driving implementation of these across the business to ensure effective delivery and realisation of benefits. You will also be championing a customer culture and embedding this into the DNA of our processes and decision making.

In order to be successful, the ideal candidate will be a solutions focused strategic thinker, with demonstrable experience within a commercial environment of developing and obtaining buy-in to customer service strategies as well as implementing the strategies and embedding the necessary processes and practices. They will have a strong track record in influencing and engaging stakeholders and have a passion for delivering excellence in customer service strategies across a diverse and interesting commercial business.

For more information please see the full job description and apply ASAP


This position is now closed. We are no longer accepting applications for this position.