Customer Experience & Outcomes Lead

Description:

Guide Dogs is seeking a visionary and strategic Customer Experience & Outcomes Lead to drive forward its user-centred transformation efforts. In this high-impact national role, you’ll lead two dynamic teams—Customer Experience and Customer Outcomes—ensuring that every service provided aligns with the real needs and aspirations of people with sight loss.

This role is crucial in advancing Guide Dogs' mission to support individuals with vision impairment in living the life they choose. You will spearhead the development and improvement of services by embedding a culture of insight-led innovation and customer-first thinking across the organisation. By overseeing the customer journey from initial contact to long-term service outcomes, you'll ensure a seamless and empowering experience for service users.

You’ll work across both adult and children’s services, collaborating closely with operational leaders, service teams, and data/research experts to translate customer feedback and insights into meaningful service enhancements. Your leadership will help shape strategic decisions, service design, internal advocacy, and overall innovation.

This position offers flexible working options, including remote and in-person collaboration at Guide Dogs locations throughout the UK. While the role is hybrid, occasional travel to key hubs in Leamington, Reading, and London is expected to maintain strong connections with teams and stakeholders.

Key Responsibilities:

• Champion a user-centred design approach across all services

• Lead and develop the Customer Experience and Customer Outcomes teams

• Drive improvements to the customer journey and service outcomes

• Collaborate with operational, research, and data teams to ensure insight-led transformation

• Contribute to strategic planning and innovation across the organisation

• Promote a culture of independence, dignity, and empowerment in service delivery

• Ensure feedback mechanisms are robust, inclusive, and impactful

Why Join Guide Dogs?
Guide Dogs values every individual and offers a flexible benefits package, generous holiday allowance, matched pension scheme, employee discounts, and a collaborative work culture that supports inclusion and development. The organisation actively champions diversity and is a Disability Confident Employer, offering interviews to qualified disabled candidates who meet essential criteria.

You’ll work 35 hours per week, Monday to Friday, with flexibility between 8am to 6pm and an hour unpaid lunch break.