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For Companies At a Glance
- Tasks: Lead and innovate customer experience strategies to enhance satisfaction and engagement.
- Company: Join Curve, a tech company revolutionising personal finance management.
- Benefits: Competitive salary, share options, health perks, and generous training days.
- Why this job: Shape the future of customer experience in a rapidly growing tech environment.
- Qualifications: 8+ years in customer experience management with strong leadership skills.
- Other info: Dynamic culture focused on continuous improvement and career development.
The predicted salary is between 43200 - 72000 £ per year.
Curve was founded with a rebellious spirit and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life. That’s why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live. With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place. We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure to have the autonomy to masterfully develop their expertise. Welcome to Curve. On a mission to help you live inspired.
Role Purpose
We are seeking an entrepreneurial, driven and strategic leader to join our team as the VP of Customer Experience (CX) to shape the future of CX and deliver a quality service in every single customer interaction. In this role, you will play a pivotal role in shaping and enhancing the overall customer journey and satisfaction, with direct responsibility for both in-house and outsourced customer facing service teams.
Key Accountabilities
- Customer Strategy: Develop and execute a comprehensive customer experience strategy across multiple channels (phone, email, chat etc.) aligned to our mission, goals and objectives.
- Customer Journey Mapping: Partner with our Product team to identify key customer touchpoints and pain points, and lead efforts to optimise the end-to-end customer journey.
- Customer Operations Leadership: Oversee and provide strategic direction for in-house and outsourced customer service teams, ensuring efficient and effective customer support operations through an optimal structure, processes, capabilities and performance management.
- Team Leadership: Build, mentor, and inspire a high-performing customer experience and operations team, fostering a culture of continuous improvement and innovation. Develop young talent within the business and provide clear career progression for team members.
- Customer Insights: Utilise data and customer feedback to gain insights into customer behaviour and preferences, and use this information to drive improvements across our service experience.
- Voice of the Customer: Serve as an advocate for the customer within the organisation, ensuring their needs and expectations are understood and met. Influence across the organisation to ensure decisions and priorities reflect customer needs and challenges.
- Process Optimization: Collaborate with cross-functional teams to streamline processes and remove friction points in customer interactions.
- Technology / Tooling Integration: Leverage technology and digital tools to enhance the customer experience, including the implementation of customer relationship management (CRM) and customer feedback systems.
- Metrics and KPIs: Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience and operations initiatives and report regularly to the executive team.
- Partner and Vendor Management: Partner with outsourced partners to ensure they are equipped to deliver exceptional customer service at a competitive and sustainable cost.
Requirements
- Proven experience (8+ years) in customer experience management or a related role within the technology industry including experience in scaling up and down Contact Centre operations (including outsourcing) in a multi-site, multi-geography setup.
- Strong leadership skills with a track record of building and leading high-performing teams through periods of change.
- Demonstrated success in developing and executing customer experience and operations strategies that drive improved customer satisfaction and loyalty - a proven track record of delivering exceptional service for customers.
- Deeply analytical: use frameworks, customer feedback, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
- Excellent communication, interpersonal, and negotiation skills.
- Broad understanding and familiarity with customer experience technology and tools, and a deep understanding of the technology industry and emerging trends.
- Exceptional problem-solving and decision-making abilities coupled with high emotional intelligence.
- Ability to collaborate effectively across departments and levels of the organisation.
Benefits
- Competitive salary with employee share options package.
- Free Curve Metal subscription for you and +1.
- 10 days per year for training and conferences.
- Life insurance.
- Global work abroad policy.
- Health care cash plan.
- Life coaching.
- EAP services.
- 24/7 GP access.
- Annual subscriptions to Calm & FIIT for your mind and body.
- Discounted gym membership.
- Ride to work scheme.
- Electric car scheme.
- Nutritionist access.
- Discounted shopping vouchers.
- Season ticket loan.
- Bonus days off for your birthday, moving house and Christmas.
- Six nights of Night Nanny for new parents.
VP of Customer Experience employer: Curve
Contact Detail:
Curve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VP of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already at Curve. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Prepare for the interview by understanding Curve's mission and values. Show us how your experience aligns with our goal of simplifying finances for customers. Be ready to share specific examples of how you've improved customer experiences in the past.
✨Tip Number 3
Practice your pitch! You want to convey your passion for customer experience and how you can lead teams effectively. Keep it concise but impactful—think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows you're genuinely interested in the role and appreciate the opportunity to chat with us.
We think you need these skills to ace VP of Customer Experience
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer experience shine through. We want to see how your passion aligns with our mission at Curve to simplify finances and enhance customer satisfaction.
Tailor Your Experience: Make sure to highlight your relevant experience in customer experience management. We’re looking for someone who can demonstrate a proven track record in leading teams and driving customer satisfaction, so be specific about your achievements!
Be Data-Driven: Since we value insights and analytics, include examples of how you've used data to improve customer experiences in the past. Show us how you’ve turned feedback into actionable strategies that made a difference.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Curve.
How to prepare for a job interview at Curve
✨Know Your Customer Experience Strategy
Before the interview, dive deep into Curve's customer experience strategy. Understand their mission to simplify finances and how they aim to enhance customer satisfaction. Be ready to discuss how your past experiences align with their goals and how you can contribute to shaping their customer journey.
✨Showcase Your Leadership Skills
As a VP of Customer Experience, strong leadership is key. Prepare examples of how you've built and led high-performing teams in the past. Highlight your ability to inspire and mentor others, especially during periods of change, as this will resonate well with Curve's focus on team development.
✨Be Data-Driven
Curve values analytical thinking. Come prepared with examples of how you've used data and customer feedback to drive improvements in customer experience. Discuss specific metrics or KPIs you've tracked and how they influenced your decision-making process.
✨Understand Technology Integration
Familiarise yourself with the latest customer experience technologies and tools. Be ready to discuss how you've leveraged technology in previous roles to enhance customer interactions. This will show Curve that you're not only experienced but also forward-thinking in optimising customer service operations.
