At a Glance
- Tasks: Lead and shape the customer experience strategy for a rapidly growing tech unicorn.
- Company: Join Papaya Global, an award-winning B2B tech company revolutionising payroll and payments.
- Benefits: Enjoy a hybrid work environment with competitive salary and growth opportunities.
- Other info: Be part of a high-performing team focused on innovation and continuous improvement.
- Why this job: Make a real impact on customer satisfaction and drive operational excellence in a dynamic setting.
- Qualifications: 10+ years in customer-facing roles and strong people management experience required.
The predicted salary is between 90000 - 110000 £ per year.
Papaya Global is a rapidly growing, award-winning B2B tech unicorn with an ambitious mission to revolutionize the payroll & payments industry. With over $400M raised from multiple tier-one investors, our innovative technology provides a comprehensive solution for managing global workforces, encompassing everything from hiring and onboarding to managing and paying employees in over 160 countries.
We are looking for a VP of Customer Experience to lead and shape the end-to-end customer services organization, from the moment a customer begins their journey with Papaya through onboarding, implementation, and ongoing service. Reporting directly to the COO, you will lead Project Managers and Implementation Managers, while owning three critical areas of the customer journey: customer experience and service quality, customer onboarding and delivery, and operational oversight of strategic customers. This is a highly strategic and hands-on leadership role, combining customer-facing leadership, operational excellence, people management, and a strong commercial mindset.
You will be responsible for defining how we measure and improve customer experience, building scalable delivery processes, and ensuring our most strategic customers receive a high-quality, coordinated service across the organization.
Key Responsibilities
- Own the customer experience strategy across the services organization, defining the KPIs, processes, and mindset required to continuously improve customer satisfaction, engagement, and retention.
- Establish and drive a data-driven customer experience framework, identifying the right metrics and translating customer feedback and operational data into actionable improvements.
- Maintain a strong connection with customers, including meeting directly with strategic customers and gathering first-hand feedback to understand their needs, pain points, and expectations.
- Own the customer onboarding and implementation organization, overseeing the end-to-end delivery of customer projects and ensuring a consistent, scalable, and high-quality onboarding experience.
- Lead and develop approximately 50 Project Managers and Implementation Managers, building a strong, accountable, and customer-centric organization.
- Own the operational delivery of strategic customers, ensuring effective coordination across Implementation, Project Management, and other operational stakeholders.
- Partner closely with Account Management to ensure strategic customers receive a seamless experience across relationship management and operational delivery.
- Drive operational excellence by establishing scalable processes, clear ownership models, and best practices across the customer services organization.
- Own and improve retention-related KPIs, identifying opportunities to reduce churn, increase customer value, and contribute directly to revenue growth.
- Partner with senior leadership across the company to continuously improve the customer journey and translate customer needs into organizational and operational priorities.
- Leverage AI, automation, and technology to improve service quality, operational efficiency, and the scalability of the customer experience organization.
- Build and develop a high-performing leadership organization, fostering accountability, customer obsession, and continuous improvement.
Requirements
- 10+ years of experience in customer-facing roles, with significant experience managing complex enterprise customers.
- 10+ years of people management experience, including leading large, multi-layered customer-facing or delivery organizations.
- Proven experience leading Customer Success, Professional Services, Delivery, Implementation, or similar organizations in a high-growth environment.
- Strong experience working with enterprise and strategic customers, with the ability to build trusted relationships with senior stakeholders.
- Experience in a hyper-growth technology company; experience in a more structured organization with established processes and operational methodologies is a strong advantage.
- Experience in FinTech, Payments, Payroll, or a related B2B technology environment is a strong advantage.
- Strong operational and process-oriented mindset, with the ability to build scalable processes while maintaining a high level of customer focus.
- Data-driven decision maker who is comfortable defining KPIs, analyzing performance, and using data to drive organizational improvements.
- Strong commercial and revenue mindset, with experience owning or influencing retention, customer value, and revenue-related KPIs.
- Excellent communication and executive-level customer management skills.
- AI mindset — actively explores and adopts AI and automation to improve customer experience, service quality, and operational efficiency.
Department: Operations
Employment type: Full-time
Workplace type: Hybrid
VP Customer Experience in London employer: Papaya Global
Papaya Global is an exceptional employer that fosters a dynamic and innovative work culture, empowering employees to lead and mentor high-performing teams in the rapidly evolving B2B tech landscape. With a strong focus on professional growth, employees benefit from extensive training opportunities and the chance to work with cutting-edge AI technologies, all while contributing to a mission that transforms the payroll and payments industry globally. Located in a vibrant environment, Papaya Global offers a collaborative atmosphere where creativity and strategic thinking are encouraged, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land VP Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Papaya Global. 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 Papaya Global 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 VP Customer Experience in London
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 Papaya Global:Your cover letter is your chance to shine! Tell us why you want to work at Papaya Global 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 Papaya Global!
How to prepare for a job interview at Papaya Global
✨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.
