Director of Customer Experience Link Group Falkirk/Hybrid £92,664 - £112,651 p.a. Full-time Are you a visionary leader passionate about customer experience, data-driven service transformation, and leading change? Link Group is seeking an exceptional Director of Customer Experience to shape and drive the Group''s ambitious and high-impact Customer Experience Strategy. This is a pivotal, senior leadership role that sits within the Communities Directorate and carries the opportunity to influence meaningful change across the Link Group''s broad portfolio. This newly formed directorate isn''t about traditional housing or digital services - it''s a strategic reimagining of how we engage with our customers. People, data, change and technology are the pillars of this transformation. You''ll lead the co-design and delivery of a unified Customer Hub - a responsive, intelligent, and customer-first model of service - leading a newly formed and skilled team of colleagues. The role is based at Watling House in Falkirk, with limited travel required, and offers a collaborative and supportive environment under a values-led executive team. Our challenge is clear. As Link has grown, so has the volume and complexity of customer contact. The way we operate must evolve to match this. From reducing call volumes and wait times to enabling seamless digital self-service, our goals are to eliminate duplication, enhance customer satisfaction, and build services that anticipate and meet the diverse ..... full job details .....