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- Tasks: Lead the customer experience journey, optimising onboarding and support for maximum satisfaction.
- Company: Join an innovative tech company making a global impact.
- Benefits: Enjoy hybrid working, 25 days holiday, health insurance, and a supportive culture.
- Why this job: Make a real difference by enhancing customer experiences and driving continuous improvement.
- Qualifications: Proven leadership in customer experience with a data-driven mindset.
- Other info: Collaborate with senior leadership and enjoy excellent career growth opportunities.
The predicted salary is between 55000 - 65000 £ per year.
Salary: 55,000 - 65,000 per annum depending on experience
Contract: Full-Time
Location: Warwick, UK, hybrid 1-2 days in office
Overview
Nicholas Associates has an excellent opportunity for a Head of Customer Experience, to join an innovative & award-winning tech client. We are looking for a strategic and customer-focused leader to join our client's management team. This new role will take ownership of the full customer journey - from onboarding and support, to training and long-term success - helping to improve how customers learn, adapt, and get real value from our client's product.
You will lead the Customer Service Manager and Product Training Manager, supporting both pre and post-sale experiences. Your goal is to build scalable processes, develop the customer education approach, and ensure that customer insights are driving continuous improvement across the business. This is a hands-on leadership role with influence across product, engineering, marketing, and commercial - and a great fit for someone who enjoys working cross-functionally to solve customer problems and scale customer impact.
Responsibilities
- Team Leadership
- Lead and support the Customer Service and Product Training Manager, who is responsible for; 2 Team Leaders, 5 Customer Support Specialists, who work a number of shifts to cover our global Customer base and 2 Pre-Sales Consultants.
- Foster a strong team culture with clear goals, collaboration, and accountability.
- Champion professional development and operational excellence.
- Ensure world-class customer support by enabling the team with tools and training to improve response workflows and to maximise service effectiveness.
- Customer Journey & Enablement
- Optimise the customer journey, reducing friction across product onboarding, training, and post-sale support.
- Oversee the creation and development of educational resources (video tutorials, user manuals, online and in-person training) that empower users to get the most from our client's product.
- Prioritise content development for all user levels (beginner to advanced), ensuring alignment with customer needs and use cases.
- Customer Voice & Insights
- Use customer feedback (e.g. NPS survey feedback, support tickets, product reviews and call recordings) to identify pain points and opportunities to improve training content, onboarding sequences and customer satisfaction.
- Represent the customer across internal teams (Product, Marketing & Video Production) by sharing their feedback to help shape product development decisions and marketing strategy.
- Continuous Improvement & Strategic Impact
- Identify and address recurring customer issues through long-term and scalable solutions.
- Collaborate cross-functionally to drive process improvements that enhance customer outcomes.
- Metrics & Reporting
- Own NPS strategy and reporting, leveraging data to inform priorities, measure success and to demonstrate impact.
- Monitor CSAT survey responses and resolution time metrics.
- Use data to inform priorities and track the success of CX initiatives.
Qualifications
- Experience leading customer experience, customer success, or operations teams in a technology or product-led environment.
- Strong team leadership and stakeholder management skills.
- Customer-first mindset with a bias for action and improvement.
- Analytical and data-informed approach to decision-making.
- Experience working cross-functionally with product, engineering, and marketing.
- Bonus: exposure to Agile, Lean, or continuous improvement methodologies.
Why Join Us?
- Work in a fast-growing, innovative tech company making a global impact.
- Hybrid working arrangements (2 days/week in our Warwick office).
- Close collaboration with senior leadership.
- Comprehensive benefits package including: 25 days annual holiday + 8 public bank holidays, Pension plan, Health insurance, Healthcare cash plan, 24/7 Employee Assistance Programme (EAP), Company share scheme, Discount schemes, Free on-site car parking, Monthly team lunches.
- A supportive and collaborative culture with opportunities to develop and grow.
About Us
We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we are happy to discuss flexible working options. We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.
Head of Customer Experience in London employer: Nicholas Associates
Contact Detail:
Nicholas Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just a fit for the role, but also for their team. We want to see your passion!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the job description. Highlight your leadership skills and customer-first mindset to stand out.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Let’s make sure they remember you!
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience and leadership. We want to see how your skills align with the role of Head of Customer Experience, so don’t hold back on showcasing your relevant achievements!
Showcase Your Customer-Centric Mindset: In your application, emphasise your customer-first approach. Share examples of how you've improved customer journeys or resolved issues in previous roles. We love candidates who can demonstrate a genuine passion for enhancing customer experiences!
Be Data-Driven: Since this role involves metrics and reporting, include any experience you have with data analysis or using customer feedback to drive improvements. We appreciate candidates who can leverage data to inform decisions and measure success.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at Nicholas Associates
✨Know the Customer Journey Inside Out
Before your interview, make sure you understand the full customer journey as it relates to the role. Familiarise yourself with how onboarding, support, and training work together to enhance customer experience. This will help you articulate your vision for optimising these processes.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully led teams in the past, especially in a tech or product-led environment. Highlight your approach to fostering a strong team culture and how you've championed professional development within your teams.
✨Bring Data to the Table
Be ready to discuss how you've used data to drive customer insights and improve customer satisfaction. Whether it's through NPS scores or CSAT metrics, demonstrating your analytical skills will show that you're data-informed and results-driven.
✨Cross-Functional Collaboration is Key
Think of specific instances where you've worked cross-functionally with teams like product, engineering, or marketing. Be prepared to share how you’ve collaborated to solve customer problems and implement scalable solutions, as this role requires a hands-on leader who can influence across departments.