At a Glance
- Tasks: Lead the transformation of customer experience and drive engagement post-sale.
- Company: Join a leading global tech company with a strong customer base.
- Benefits: Competitive salary, bonus, stock options, and comprehensive benefits.
- Other info: Dynamic role with opportunities for growth and innovation.
- Why this job: Make a real impact by enhancing customer journeys and retention.
- Qualifications: Proven leadership in customer experience and transformation in high-volume settings.
The predicted salary is between 95000 - 105000 £ per year.
Basic: £95,000 - £105,000 + Bonus + Stock + Benefits
Why: Opportunity to transform the customer journey in an already very successful business.
Do you have experience in leading customer experience covering everything post-sale including customer success, support, and implementation? Have you led a multi-channel support/success function in a high-volume environment? Are you a genuine change manager, able to transform and build the systems, process, culture, and programmes needed for customer success?
The company is a leading global technology business with over 20,000 UK customers. Award-winning and with high customer retention, they are now looking for a head of customer experience to help transform the customer journey from the point of sale. Improving their already high customer retention whilst transforming how they engage, support, and manage their customers.
You will be inheriting the responsibility of a broad team covering customer success, implementation, sales support, and customer support. From the support desk through to long-term customer health, you will take ownership of the functions that determine whether customers stay and thrive. Knowing whether customers are happy, seeing value and ROI, received the proper training and onboarding, and then continue to see high levels of support to build retention and advocacy.
This is a change and transformation role, not a caretaker position. The current team and systems need to evolve, and the successful candidate will be expected to implement changes from day one. You will need to have been through a similar journey with a previous business where you can demonstrate implementing transformation change of the customer journey and delivering results with metrics.
Role Responsibilities:
- Own the strategy and day-to-day operations of all customer interaction post-sale.
- Define channel-specific SLAs, routing rules, and escalation paths.
- Establish and measure customer satisfaction through NPS and CSAT across the lifecycle.
- Put proactive monitoring and health-scoring in place to surface unhappy or at-risk customers early.
- Establish how they measure whether customers are actually using the solutions and seeing value.
- Drive adoption and value realisation so customers get full value and stay.
- Own customer training for all customers, measure training effectiveness and tie it back to adoption and satisfaction outcomes.
- Lead, coach, and grow the team across support, success, and training.
- Define team structure, staffing plans, and hiring roadmaps to support company growth over the coming years.
- Establish individual performance frameworks: set clear KPIs per role (CSAT, NPS, SLAs, adoption, retention), run regular performance reviews, and create development paths.
- Establish reporting and dashboards that make performance visible at individual, team, and company level.
What You’ll Bring:
- Proven leadership of the post-sale customer journey in a high-volume business.
- Proven experience of transforming customer experience within a company.
- Experience running multi-channel customer support and engagement with SLAs and performance metrics.
- A track record of implementing and measuring customer satisfaction (NPS/CSAT).
- Experience using product usage and adoption data to drive proactive intervention and retention.
- Experience designing and running customer training and enablement.
- Strong command and preferably experience designing support/CS and CRM tooling.
- Comfort developing knowledge bases for self-service and automated/AI-drafted answers.
- People leadership credentials: coaching, performance frameworks, and hiring.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Matched. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Matched before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Matched:Your cover letter is your chance to shine! Tell us why you want to work at Matched specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Matched!
How to prepare for a job interview at Matched
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
