Head of Customer Experience

Role Overview

We are seeking a Head of Customer Experience to lead the transformation of the post-sale customer journey at a leading global technology company serving over 20,000 UK clients. This pivotal role involves overseeing and enhancing all aspects of customer success, support, implementation, and engagement to boost retention, satisfaction, and overall customer health.

Key Responsibilities

• Develop and direct the strategy and daily management of all customer interactions following the sale.
• Establish channel-specific service level agreements, routing policies, and escalation processes.
• Implement and monitor customer satisfaction metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) throughout the customer lifecycle.
• Introduce proactive customer health monitoring and scoring to identify dissatisfied or at-risk customers promptly.
• Define methods to assess customer usage and value realization of the products.
• Drive product adoption and ensure customers fully benefit from solutions to support retention.
• Own and evaluate customer training programs to link effectiveness with adoption and satisfaction outcomes.
• Lead, mentor, and expand teams responsible for customer support, success, and training functions.
• Outline team structures, staffing requirements, and recruitment plans aligned with future growth objectives.
• Create individual performance frameworks including KPIs such as CSAT, NPS, SLA compliance, adoption, and retention; conduct regular reviews and support career development.
• Establish transparent reporting dashboards at individual, team, and organizational levels to track performance.

Candidate Profile

• Demonstrated leadership experience managing post-sale customer journeys in high-volume environments.
• Proven track record of executing transformative changes to enhance customer experience and engagement.
• Expertise in operating multi-channel customer support with clearly defined SLAs and performance metrics.
• Experienced in applying and tracking customer satisfaction indicators including NPS and CSAT scores.
• Skilled in leveraging product usage and adoption analytics to proactively intervene and improve retention rates.
• Competency in designing and delivering effective customer training and enablement programs.
• Strong knowledge and hands-on experience with customer support, customer success, and CRM software solutions.
• Capability in developing self-service knowledge bases and implementing AI-assisted automated responses.
• Proven people management skills including coaching, setting performance targets, conducting reviews, and recruiting talent.

Compensation & Benefits

Base salary ranges from £95,000 to £105,000 annually, supplemented with bonus opportunities, stock options, and benefits.