About the role;

As the Director of Customer Experience at TSG, you will be the single accountable owner of how every customer feels about the business, across every interaction, every day. Reporting directly to the CEO and sitting on the Leadership Team, you will play a critical role in shaping and delivering a market-leading customer experience strategy.

This is a high-impact leadership role that bridges strategy and operational delivery, combining board-level influence with hands-on engagement with customers and teams. You will lead the evolution of TSG’s customer experience capability, ensuring we continue to set the benchmark for excellence as we scale.

This role is UK-based with regular travel to customer sites and TSG offices.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.

TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘UK’s Best Workplaces in Tech’ list in both 2024 and again in 2025. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.

Why should I work for TSG?

Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes

Our open and honest culture where feedback is taken on-board and acted upon

Our social events – annual all expenses paid ‘TSG Festival’ and team building funds

Two paid CSR days per annum that you can use to support the community

Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities

Our responsibility to the environment as we work towards net carbon zero

Flexible working opportunities including home working and hybrid options

Annual salary benchmarking

Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

Customer Experience Ownership

Own the end-to-end customer journey across all service lines

Build real-time visibility of customer sentiment and experience

Implement early warning systems to proactively identify and resolve issues

Lead high-priority escalations and at-risk customer scenarios

AI & Insight Capability

Drive the transition from traditional NPS to full-spectrum sentiment intelligence

Leverage AI, data, and analytics to generate actionable insights

Translate data into clear commercial and strategic recommendations

Commercial Accountability

Own retention performance and drive improvements in ARR, churn, and NRR

Identify opportunities for growth through enhanced customer experience

Balance customer advocacy with strong commercial awareness

Cross-Functional Leadership

Influence and align teams across the organisation around customer experience

Lead change initiatives that improve customer outcomes

Contribute to strategic planning, board reporting, and organisational direction

Customer Engagement

Build strong relationships with key customers

Conduct regular proactive reviews and engagement

Act as a trusted, visible representative of TSG

Knowledge, Skills & Experience;

Senior leadership experience in customer experience, customer success, or operations—ideally within technology or managed services

Strong commercial acumen with experience managing retention, growth, and customer lifecycle metrics

Hands-on experience with AI, data, or sentiment analysis tools

Proven ability to influence at executive and board level

Strong change management capability across complex organisations

Excellent communication skills, both strategic and operational

Highly collaborative, resilient, and results-driven approach

Benefits;

25 days annual leave + public holidays, rising with length of service

Employee benefits trust

Company bonus scheme

Life assurance 4 x Salary

Contributory pension scheme at 4% matched

Healthcare and cash plan

Electric vehicle salary sacrifice scheme

Cycle to work scheme

Employee discounts

Employee assistance programme

Paid CSR Days

Company sick pay and income protection cover

Enhanced Maternity and Paternity pay

Employee recognition scheme

Eyecare vouchers

Discounted gym membership

Long service rewards

If this sounds like the role for you, please apply today to be considered.