Head of Digital Learning in Reading

Ciphr has created a brand new opportunity to shape our content team and influence exceptional customer experiences. As the Head of Digital Learning, you'll lead the content team, ensuring seamless day‑to‑day operations always keeping our customers at the heart of everything we do. You'll be the driving force behind customer onboarding, relationship management, and retention strategies while providing hands‑on leadership and support to your team.

Working closely with stakeholders across the wider CIPHR group, you'll use data‑driven insights to optimise performance, identify growth opportunities, and continuously improve our ways of working to deliver outstanding service to our customers. At Ciphr, our priority is ensuring that the work we do is adding value to our customers whilst also working in a way that allows the Ciphr team to feel valued in their roles. We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed. Flexibility is key so this role can be based anywhere within the UK if you are happy to attend ad hoc meetings. We also have an office in Reading, Berkshire that all Ciphr employees are welcome to utilise.

This role offers a flexible working pattern, collaborating in our Reading office approximately twice a month.

What you’ll be doing as our Head of Digital Learning:

• Provide daily leadership, coaching, and problem‑solving support to help team members succeed and develop in their roles.
• Build and maintain strong relationships with customers, acting as an escalation point and ensuring their ongoing success and satisfaction.
• Drive performance and accountability through regular data analysis, reporting, and insight sharing that informs team priorities and improvements.
• Champion process improvement initiatives that streamline workflows, eliminate inefficiencies, and enhance the overall customer experience.
• Collaborate effectively with wider Ciphr group stakeholders to align content team objectives with organisational goals and leverage cross‑functional resources.

What good looks like:

• Customers consistently report high satisfaction and help drive measurable improvements in retention rates and organic growth.
• The team operates efficiently with clear processes that minimise waste, reduce turnaround times, and create a smooth experience for both customers and team members.
• Customer escalations are resolved swiftly and professionally, with root causes identified and preventative measures implemented to avoid recurrence.
• Team members feel supported, engaged, and empowered in their roles, demonstrating growing capabilities and confidence in handling complex situations.
• Sales leads are identified through strong customer relationships and proactive engagement.
• Performance data is regularly analysed and translated into actionable insights that drive continuous improvement across the team.

What you’ll need to succeed:

• Proven experience in customer‑facing team leadership, with a track record of building strong relationships and delivering exceptional customer experiences.
• Strong project management skills with the ability to balance strategic oversight and hands‑on execution when required.
• Excellent coaching and leadership, with experience developing team members and fostering a culture of continuous improvement.
• Data‑driven mindset with experience using metrics and insights to drive decision‑making and performance improvements.
• Technical aptitude and learning platform with the ability to support both team upskilling and customer technical queries.
• Commercial awareness and ability to identify sales opportunities while supporting business development efforts.

What we offer you:

• 30 days annual leave plus bank holidays.
• Family National Trust Membership.
• Birthday day off.
• Family forming support – e.g., time off for family forming appointments or to support your partner.
• Enhanced maternity and paternity leave.
• Work from Anywhere for 4 weeks per year.
• Volunteering days for 2 days per year.
• Cycle to work scheme.
• Pension.
• Health cash plan.
• Life assurance.
• Technology/home improvements loans.
• Perks at Work – access to exclusive discounts, cinema tickets, etc.
• Regular training.
• £1,500 employee referral scheme.
• Medical Cover and Dental cover (after 6 months’ service).
• Income Protection insurance (after 12 months’ service).

About Ciphr:

Ciphr is a leading UK‑based provider of integrated HR, payroll, learning and recruitment solutions. Ciphr’s integrated HCM platform helps organisations manage their end‑to‑end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time‑saving integrations between our own solutions and API connections to specialist, third‑party tools. We are all about people at Ciphr. Our values are trust, service excellence, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us!