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- Tasks: Lead and develop a growing customer experience team, ensuring empathy and clarity in every interaction.
- Company: Purpose-driven startup making a real difference in people's lives.
- Benefits: Autonomy, influence, and opportunities for career growth in a supportive environment.
- Why this job: Make a tangible impact while shaping a customer-first culture in a fast-paced setting.
- Qualifications: Experience leading large B2C teams with a focus on empathy and structure.
- Other info: Join a mission-driven team that values customer experience at its core.
The predicted salary is between 48000 - 72000 £ per year.
We’re working with a fast-growing, purpose-led startup tackling a real societal challenge, helping people navigate complex systems and access support they’d otherwise miss. The work genuinely changes lives, and customer experience sits at the heart of everything they do.
They’re now hiring a Head of CX to lead and scale a large, phone-led customer operation, currently 20+ people and growing quickly to 50+. This is a hands-on leadership role for someone who believes that empathy, clarity and great process can (and should) coexist.
What you’ll be doing:
- Leading, coaching and developing a high-volume, phone-based customer and sales team
- Creating a calm, empathetic, customer-first culture, even at scale
- Bringing structure, process and consistency to a fast-growing operation
- Owning hiring, onboarding, training and ongoing development of the team
- Working closely with senior leadership to improve quality, conversion and sustainable growth
- Using data and CRM insight to continuously improve performance and experience
This role is for you if you:
- Have led large and growing B2C customer or sales teams in fast-paced environments
- Lead with empathy in everything you do
- Enjoy building structure without losing the human touch
- Are comfortable with phone-led, high-volume customer journeys
- Want real ownership and the chance to make a tangible impact
Why this role stands out:
- Meaningful, mission-driven work with visible impact
- Significant autonomy and influence as the business scales
- A leadership team that genuinely values customer experience
- Opportunity to grow into broader senior responsibility over time
If you’re a Customer leader who cares as much about how teams perform as what they deliver, this one is worth a conversation! Interested or curious? Drop us a message or apply to learn more.
Head of Customer Experience in City of London employer: Hired By Startups
Contact Detail:
Hired By Startups Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at mission-driven startups. A friendly chat can lead to valuable insights and even job referrals.
✨Tip Number 2
Prepare for interviews by practising your empathy skills. Think of real-life examples where you’ve led teams with compassion and clarity. This will show you’re the perfect fit for a customer-first culture.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. Use our website to find roles that resonate with your passion for making a difference in customer experience.
✨Tip Number 4
Follow up after interviews! A quick thank-you note can keep you top of mind and show your genuine interest in the role. Plus, it’s a great way to reinforce your commitment to a customer-first approach.
We think you need these skills to ace Head of Customer Experience in City of London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for customer experience shine through. We want to see that you genuinely care about making a difference and how your values align with our mission-driven approach.
Tailor Your CV: Make sure your CV is tailored to the role of Head of Customer Experience. Highlight your experience leading B2C teams and any specific achievements that demonstrate your ability to create a customer-first culture. We love seeing relevant examples!
Be Authentic: Don’t be afraid to show your personality in your application. We’re looking for someone who leads with empathy and clarity, so let us know how you embody these qualities in your work and leadership style.
Apply Through Our Website: For the best chance of getting noticed, apply directly through our website. It’s the quickest way for us to see your application and get the ball rolling on what could be an exciting journey together!
How to prepare for a job interview at Hired By Startups
✨Show Your Empathy
In a role focused on customer experience, it’s crucial to demonstrate your empathetic leadership style. Share specific examples from your past where you’ve successfully led teams with empathy, especially in high-pressure situations. This will resonate well with the interviewers who value a customer-first culture.
✨Highlight Your Process Skills
Since this position involves creating structure and consistency, be ready to discuss how you've implemented processes in previous roles. Prepare to talk about the tools and strategies you used to streamline operations while maintaining a human touch. Concrete examples will make your case stronger.
✨Data-Driven Decision Making
The job requires using data and CRM insights to improve performance. Brush up on your experience with data analysis and be prepared to discuss how you’ve used data to drive decisions in customer experience or sales. Showing that you can blend analytics with empathy will set you apart.
✨Demonstrate Leadership Growth
This role offers significant autonomy and the chance to grow into broader responsibilities. Talk about your career progression and how you’ve taken ownership in previous roles. Highlight any initiatives you’ve led that resulted in tangible improvements, showcasing your readiness for this leadership opportunity.
