.ParcelHero is one of the UK's biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we're a technology-driven company that's going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you'll fit right in with us.Job Description Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, Parcelhero is looking for a Head of Customer Experience, responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.This requires diving deep into the CX metrics to find out the main opportunities, having bias for action to develop and iterate on new processes until achieving the desired results while managing multiple stakeholders with different priorities. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and to create and execute a Delivery Experience project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis.Key Responsibilities Customer Journey Optimization: Oversee the entire customer journey, ensuring a seamless and positive experience from booking to post-delivery support.Customer Feedback Management: Collect and analyse customer feedback (e.G., surveys, reviews) to identify pain points and opportunities to enhance the overall experience.Customer Experience Metrics: Track and improve key customer experience metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score.Cross-Functional Collaboration: Work closely with marketing, product, and technology teams to ensure that all customer touchpoints (website, booking platform, support) align with customer needs and expectations.Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience