Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and elevate global customer-facing teams to enhance customer experience.
- Company: ICIS optimises resources, providing data for strategic, sustainable decisions in global markets.
- Benefits: Enjoy a hybrid work model with opportunities for growth and innovation.
- Why this job: Join a dynamic team focused on customer success and operational excellence in a fast-paced environment.
- Qualifications: Experience in customer service leadership, preferably in SaaS or technology sectors.
- Other info: Be part of a culture that values accountability, excellence, and continuous learning.
The predicted salary is between 43200 - 72000 £ per year.
Join to apply for the Head of Customer Services, ICIS (Hybrid) role at LexisNexis Risk Solutions Healthcare.
About The Business
At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link at: https://www.icis.com/explore.
About The Role
We are seeking a dynamic, strategic, and customer focused Head of Customer Service to lead and elevate our global customer-facing teams including Customer Success, Training, and Customer Support. The role is critical to delivering a consistent, high-quality customer experience while fostering a high-performance culture that is agile, proactive, and aligned with evolving customer expectations. We’re looking for a results-driven leader who combines operational expertise with strategic vision, capable of driving innovation and continuous improvement across all customer touchpoints.
Responsibilities
- Strategic Leadership & High-Performance Team Management: Develop, adapt, and continuously improve a forward-looking customer service strategy that evolves with customer needs, market trends, and business goals. Inspire and lead high-performing teams by setting clear objectives, measuring performance through meaningful KPIs, and fostering a culture of accountability, excellence, and continuous learning. Provide hands-on leadership to managers across Customer Success, Training, and Support (including 1st line and Technical Support)—ensuring alignment and collaboration across functions. Design and execute tailored customer engagement strategies to serve our diverse, international customer base, ensuring scalable solutions that deliver value at every stage of the customer lifecycle. Drive a training strategy that supports customer engagement while also acting as a growth lever for engaging new prospects and markets.
- Operational Excellence & Innovation: Champion operational efficiency through streamlined processes, automation, and effective use of AI-enabled customer service tools, particularly in self-service capabilities. Maintain a robust Customer Success framework that enhances retention, loyalty, and growth, ensuring standardised processes and best practices that deliver measurable impact. Deliver against performance targets and operational metrics while maintaining a laser focus on improving customer satisfaction and team productivity. Proactively identify areas for improvement and lead cross-functional initiatives that drive innovation and service differentiation.
- Cross-Functional Collaboration & Strategic Influence: Serve as a powerful advocate for the customer across the organisation—working closely with Product, Sales, Marketing, and Technology to ensure the customer voice informs key decisions and strategic priorities. Influence and participate in strategic business planning, ensuring customer service goals are fully aligned with broader organisational objectives. Promote and embed a customer-first mindset across all levels of the business, contributing to ICIS’s positioning as a trusted, customer-led organisation.
Requirements
- Considerable experience in Customer Success, Customer Service, or related roles, with some experience at a senior or head-of-function level, ideally within SaaS or technology.
- Demonstrated success in scaling and transforming customer-facing operations for a global customer base.
- Proven ability to build and lead diverse, distributed teams across multiple customer service disciplines.
- A data-driven mindset with strong analytical and decision-making skills, including experience with CRM systems, support platforms, and performance management tools.
- A track record of fostering high-performing cultures, with a passion for mentoring, coaching, and empowering teams to excel.
- Ability to operate with agility, resilience, and clarity under pressure—thriving in a constantly evolving, high-growth environment.
Learn more about the LexisNexis Risk team and how we work.
Head of Customer Services, ICIS (Hybrid) employer: LexisNexis Risk Solutions Healthcare
Contact Detail:
LexisNexis Risk Solutions Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services, ICIS (Hybrid)
✨Tip Number 1
Familiarise yourself with ICIS's mission and values. Understanding how they optimise resources and support strategic decisions will help you align your vision with theirs during discussions.
✨Tip Number 2
Showcase your experience in leading diverse teams, especially in customer service roles. Be ready to discuss specific examples of how you've driven performance and innovation in previous positions.
✨Tip Number 3
Prepare to discuss your approach to operational excellence. Highlight any experience you have with AI tools or automation in customer service, as this is a key focus for the role.
✨Tip Number 4
Network with current or former employees of ICIS or LexisNexis. Gaining insights into their culture and expectations can give you an edge in understanding what they value in a Head of Customer Services.
We think you need these skills to ace Head of Customer Services, ICIS (Hybrid)
Some tips for your application 🫡
Understand the Role: Before applying, take the time to thoroughly read the job description for the Head of Customer Services role. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service leadership, operational excellence, and team management. Use specific examples that demonstrate your ability to drive innovation and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also conveys your passion for customer service and your strategic vision for the role. Mention how you can contribute to ICIS's mission of optimising resources and enhancing customer experiences.
Showcase Your Achievements: In both your CV and cover letter, include quantifiable achievements from your previous roles. For instance, mention any improvements in customer satisfaction scores or successful initiatives that led to operational efficiencies.
How to prepare for a job interview at LexisNexis Risk Solutions Healthcare
✨Understand the Company’s Mission
Before your interview, make sure you thoroughly understand ICIS's mission to optimise the world's resources. Familiarise yourself with how they bring transparency to markets and how this impacts their customer service strategy.
✨Showcase Your Leadership Experience
As a Head of Customer Services, you'll need to demonstrate your ability to lead high-performing teams. Prepare examples of how you've inspired teams, set clear objectives, and measured performance through KPIs in previous roles.
✨Prepare for Operational Excellence Questions
Expect questions about how you would champion operational efficiency and drive innovation. Be ready to discuss specific strategies you've implemented in the past that improved customer satisfaction and team productivity.
✨Emphasise Cross-Functional Collaboration
Highlight your experience working with different departments such as Product, Sales, and Marketing. Be prepared to discuss how you’ve advocated for the customer within an organisation and influenced strategic business planning.
