Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead global customer support teams and enhance the customer experience.
- Company: Dynamic company focused on elevating customer service across multiple markets.
- Benefits: Competitive salary of £80,000 plus benefits and hybrid working options.
- Why this job: Make a real impact by driving customer satisfaction and operational excellence.
- Qualifications: Proven leadership in customer service, with strong commercial acumen.
- Other info: Join a fast-paced environment with opportunities for growth and innovation.
The predicted salary is between 48000 - 72000 £ per year.
We’re looking for an experienced Head of Customer Service Operations to lead global customer support teams and elevate end-to-end customer experience. This is a senior leadership role with significant responsibility for operational performance, complaints, quality, resourcing, and commercial outcomes across multiple markets.
You’ll lead a team of specialists, own day-to-day service operations, and drive continuous improvement across delivery, complaints handling, quality assurance, and high-touch customer care. Acting as a key business partner, you’ll work cross-functionally with senior stakeholders, use data to inform decisions, and deliver initiatives aligned to wider company strategy. You’ll also oversee budgets, forecasting, recruitment, and the setup of consistent service standards in new markets.
This role suits someone who operates at pace, challenges the status quo, and balances analytical rigour with a strong bias to action. This role is based at our clients offices in Central London on a Hybrid working pattern (3 days on site, 2 from home).
Salary: £80,000 + Bens
About you:
- Proven leader in customer service or operations, ideally in a multi-market environment
- Commercially minded, with strong understanding of P&L, retention, and customer lifetime value
- D2C experience is essential with subscriptions being an added bonus!
- Confident communicator who can influence stakeholders and present insights clearly
- Comfortable with data tools, reporting, and building business cases
- Proactive, resilient, and accountable, with a hands-on approach to problem solving
Head of Customer Experience in London employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We can’t stress enough how important it is to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and having examples ready that showcase your leadership skills and customer experience expertise.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can set you apart from other candidates. We suggest mentioning something specific from your conversation to remind them of your fit for the role.
✨Tip Number 4
Apply through our website for the best chance! We keep our listings updated, and applying directly shows your enthusiasm for the role. Plus, it’s easier for us to track your application!
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Read the Job Description Carefully: Before you dive into your application, take a moment to really digest the job description. We want to see that you understand what we're looking for in a Head of Customer Experience, so make sure you highlight relevant experience and skills that match our needs.
Showcase Your Leadership Skills: This role is all about leading teams and driving performance, so don’t hold back on sharing your leadership experiences. We love to see examples of how you've managed teams, improved processes, or tackled challenges head-on. Make it clear how you can elevate our customer experience!
Be Data-Driven: Since we’re keen on using data to inform decisions, make sure to mention any experience you have with data tools and reporting. We want to know how you've used data to drive improvements in customer service or operations in the past. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows us you're serious about joining our team at StudySmarter!
How to prepare for a job interview at Cactus Search
✨Know Your Customer Experience Metrics
Familiarise yourself with key customer experience metrics like NPS, CSAT, and customer lifetime value. Be ready to discuss how you've used these metrics in past roles to drive improvements and make data-informed decisions.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership style and how you've successfully led teams in a multi-market environment. Think about specific challenges you faced and how you motivated your team to overcome them.
✨Understand the Company’s Strategy
Research the company’s current customer service strategy and be prepared to discuss how you can align your initiatives with their goals. This shows that you’re proactive and have a genuine interest in contributing to their success.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints. Practice articulating your thought process clearly, demonstrating both analytical rigour and a bias for action.
