Director of Customer Experience Transformation

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Director of Customer Experience Transformation

Location: Milton Keynes / Hybrid
Reporting to: COO

About Us

We're on a mission to make home moving easier. With over 140
million 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 Role

As 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 Responsibilities

Strategy & Innovation

• Define 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 Management

• Design 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 Delivery

• Develop 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 & Collaboration

• Provide 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 For

• A 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 environments
• Experience 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.