Head of Customer Experience
Company: YDS Group (Yorkshire Dental Suite & Smile White)
Reports to: CEO
Location: Leeds - full time office based
Hours: Full time
Salary: £50,000 – £65,000 depending on experience, plus performance bonus
Type: Permanent
About us
YDS Group is the parent company behind two growing dental and aesthetics brands: Yorkshire Dental Suite and Smile White. Both are built on a simple belief - that the experience our patients and customers have with us should feel exceptional from the very first contact to long after their treatment. As we grow, we're looking for someone to own that experience entirely: to set the standard, measure it, and raise it across both brands.
This is a high-visibility role reporting directly to our CEO. You'll be the person responsible for making sure every interaction with YDS Group feels like the kind of service people remember and recommend.
The role
We're looking for a Head of Customer Experience to take complete ownership of the customer service offering across Yorkshire Dental Suite and Smile White. You'll define what outstanding service looks like for us, put the measurement in place to know how we're doing, and lead the work to keep improving it as we scale.
We'd particularly love to hear from people with a background in luxury hospitality - those who understand instinctively what world-class, high-touch service feels like and know how to build it into the fabric of how a business operates.
Key responsibilities
- Own the end-to-end customer and patient experience across both brands, from first enquiry through to aftercare.
- Define the service standards and culture that set YDS Group apart, and embed them across teams and sites.
- Establish clear measurement - satisfaction scores, feedback, reviews, complaints, retention and other key indicators - so we always know how we're performing.
- Use those insights to drive continuous improvement, turning feedback into tangible changes that customers feel.
- Lead, coach and inspire front-of-house and patient-facing teams to deliver consistently exceptional service.
- Design and roll out training, processes and tools that raise the bar and keep it raised as we open new sites and grow.
- Handle escalated or sensitive situations with care, protecting both the customer relationship and the brand.
- Work closely with the CEO and wider leadership to align the customer experience with the group's growth ambitions.
- Champion the voice of the customer at a leadership level, making sure their perspective shapes decisions across the business.
What we're looking for
Essential
- A proven track record of delivering and improving outstanding customer service, ideally in a premium, high-touch environment.
- Experience setting service standards and building a service-led culture across a team or organisation.
- Strong analytical ability - comfortable defining metrics, reading the data, and acting on what it tells you.
- A natural leader who can motivate teams and raise standards through coaching rather than just instruction.
- Excellent communication and relationship skills, and the confidence to operate at leadership level.
- A genuine passion for service excellence and an eye for the details that make an experience feel special.
Desirable
- A background in luxury hospitality (premium hotels, fine dining, private members' clubs, luxury retail or similar).
- Experience working across multiple sites, brands or locations.
- Experience in dental, healthcare, aesthetics or another regulated, patient/client-facing setting.
- Familiarity with CRM, feedback and review platforms.
What we offer
- A salary of £50,000 – £65,000 depending on experience, plus a performance-related bonus.
- A rare opportunity to own and shape the customer experience for two growing brands, reporting directly to the CEO.
- Real autonomy and influence - this is a role with a seat at the table and visible impact on the group's growth.
YDS Group is an equal opportunities employer. We welcome applications from all backgrounds.