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Head of Customer Experience
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Head of Customer Experience
Basic: £95,000 - £105,000 + Bonus + Stock + Benefits
Why
Opportunity to transform the customer journey in an already very successful business
Industry
Software
Job Requirements
- Do you have experience in leading customer experience covering everything post-sale including, customer success, support, implementation?
- Have you led a multi-channel support/success function in a high-volume environment?
- Are you a genuine change manager, able to transform and build the systems, process, culture and programmes needed for customer success?
Company Overview
The company is a leading global technology business with over 10,000 UK customers. Award-winning and with high customer retention, they are now looking for a Head of Customer Experience to help transform the customer journey from the point of sale. Improving their already high customer retention whilst transforming how they engage, support and manage their customers. You will be inheriting the responsibility of a broad team covering customer success, implementation, sales support, and customer support.
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Role Responsibilities
- Own the strategy and day-to-day operations of all customer interaction post sale
- Define channel-specific SLAs, routing rules, and escalation paths
- Establish and measure customer satisfaction through NPS and CSAT across the lifecycle
- Put proactive monitoring and health-scoring in place to surface unhappy or at-risk customers early
- Establish how they measure whether customers are actually using the solutions and seeing value
- Drive adoption and value realization so customers get full value and stay
- Own customer training for all customers, measure training effectiveness and tie it back to adoption and satisfaction outcomes
- Lead, coach, and grow the team across support, success, training
- Define team structure, staffing plans, and hiring roadmaps to support company growth over the coming years
- Establish individual performance frameworks: set clear KPIs per role (CSAT, NPS, SLA's, adoption, retention), run regular performance reviews, and create development paths
- Establish reporting and dashboards that make performance visible at individual, team, and company level
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What You’ll Bring
- Proven leadership of the post-sale customer journey in a high-volume business
- Proven experience of transforming customer experience within a company including changing process, systems, roles, and teams
- Experience running multi-channel customer support and engagement with SLAs and performance metrics
- A track record of implementing and measuring customer satisfaction (NPS/CSAT)
- Experience using product usage and adoption data to drive proactive intervention and retention
- Experience designing and running customer training and enablement
- Strong command and preferably experience designing support/CS and CRM tooling
- Comfort developing knowledge bases for self-service and automated/AI-drafted answers
- People leadership credentials: coaching, performance frameworks, and hiring
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