Head of Customer Experience

About the Role

The Head of Customer Experience is responsible for understanding how customers perceive the brand, measuring customer satisfaction, tracking brand health, and identifying opportunities to improve every interaction customers have with Cheezious. This includes dine-in, takeaway, delivery, call center, social media, website, app, and all other customer touchpoints.

Responsibilities

• Own the end-to-end customer experience strategy.
• Monitor customer satisfaction, loyalty, and brand health metrics.
• Analyze customer feedback, complaints, reviews, and market insights.
• Identify pain points and lead initiatives to improve the customer journey.
• Ensure a consistent brand experience across all channels.
• Work closely with Operations, Marketing, Technology, and Training teams to drive continuous improvement.
• Build reporting systems and dashboards to measure customer experience performance.

Qualifications

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

Required Skills

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

Preferred Skills

• Experience in a fast-paced, customer-focused environment.

Pay range and compensation package

Competitive salary based on experience.

Equal Opportunity Statement

Cheezious is committed to diversity and inclusivity in the workplace and encourages applications from all qualified individuals.