Role Overview
We are seeking an experienced and strategic Head of Customer Experience to lead the delivery of exceptional customer journeys across our organisation.
This role combines strategy, execution, and customer ownership. You will design how we onboard, engage, retain, and grow our customer relationships, while directly managing key accounts in the early stages.
The ideal candidate is customer focused, data driven and passionate about creating outstanding customer outcomes.
Key Responsibilities
Build the customer success function.
Define the Customer Success framework, processes, and playbooks
Map and optimise the customer journey across all channels and touchpoints
Design scalable approaches for onboarding, adoption, and retention
Customer Lifecycle Management
Manage onboarding for new customers to ensure fast time-to-value
Drive ongoing engagement, product adoption, and satisfaction
Proactively identify and mitigate churn risks
Leadership & Team Management
Define hiring roadmap and organisational structure for Customer Success.
Lead recruitment for a customer success team.
Establish KPIs and performance standard.
Customer Insights & Analytics
Analyse customer feedback, surveys, complaints and behavioural data
Monitor customer satisfaction metrics such as NPS, CSAT, retention and churn.
Identify trends and opportunities to improve the customer journey.
Stakeholder Management
Act as the voice of the customer within the organisation.
Build strong working relationships with internal and external stakeholders.
Present CX performance updates and strategic recommendations to senior management.
Requirements
Skills & Experience
4- 6 years in Customer Success
Exposure to onboarding, retention, and customer lifecycle management
Proven experience in a senior customer experience, customer success, or customer service leadership role.
Strong understanding of customer journey mapping
Experience managing cross-functional projects and teams.
Strong analytical and problem-solving skills
Excellent communication and stakeholder management skills
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