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?
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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
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Our open and honest culture where feedback is taken on-board and acted upon
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Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
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Two paid CSR days per annum that you can use to support the community
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Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
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Our responsibility to the environment as we work towards net carbon zero
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Flexible working opportunities including home working and hybrid options
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Annual salary benchmarking
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Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
Customer Experience Ownership
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Own the end-to-end customer journey across all service lines
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Build real-time visibility of customer sentiment and experience
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Implement early warning systems to proactively identify and resolve issues
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Lead high-priority escalations and at-risk customer scenarios
AI & Insight Capability
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Drive the transition from traditional NPS to full-spectrum sentiment intelligence
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Leverage AI, data, and analytics to generate actionable insights
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Translate data into clear commercial and strategic recommendations
Commercial Accountability
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Own retention performance and drive improvements in ARR, churn, and NRR
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Identify opportunities for growth through enhanced customer experience
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Balance customer advocacy with strong commercial awareness
Cross-Functional Leadership
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Influence and align teams across the organisation around customer experience
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Lead change initiatives that improve customer outcomes
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Contribute to strategic planning, board reporting, and organisational direction
Customer Engagement
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Build strong relationships with key customers
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Conduct regular proactive reviews and engagement
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Act as a trusted, visible representative of TSG
Knowledge, Skills & Experience;
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Senior leadership experience in customer experience, customer success, or operations—ideally within technology or managed services
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Strong commercial acumen with experience managing retention, growth, and customer lifecycle metrics
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Hands-on experience with AI, data, or sentiment analysis tools
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Proven ability to influence at executive and board level
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Strong change management capability across complex organisations
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Excellent communication skills, both strategic and operational
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Highly collaborative, resilient, and results-driven approach
Benefits;
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25 days annual leave + public holidays, rising with length of service
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Employee benefits trust
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Company bonus scheme
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Life assurance 4 x Salary
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Contributory pension scheme at 4% matched
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Healthcare and cash plan
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Electric vehicle salary sacrifice scheme
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Cycle to work scheme
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Employee discounts
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Employee assistance programme
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Paid CSR Days
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Company sick pay and income protection cover
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Enhanced Maternity and Paternity pay
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Employee recognition scheme
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Eyecare vouchers
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Discounted gym membership
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Long service rewards
If this sounds like the role for you, please apply today to be considered.