Head of Customer Experience

Head of Customer Experience### Head of Customer ExperienceApply: TCMi - London: Full time: Posted Today: REQ1026\\_0037515**The Work We Do**Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need.Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.Head of Customer ExperienceLondon | Reports to: Chief Customer Officer The organisationTeciem is a financial software solutions provider. Treasury and capital markets run through our name, our heritage and our DNA. Through strategic acquisitions and continuous innovation, our people and products have pioneered financial software solutions as part of Misys and Thomson Reuters and most recently leveraged scale as the Treasury and Capital Markets business within Finastra. Now with our new name, increased ambition and a new strategy we are in a phase of accelerated growth, innovation and transformation with a culture infused by transparency, accountability, performance orientation, our customer mindset and our people. The opportunityTeciem is building a new Customer organisation under the Chief Customer Officer, with clear accountability for customer health, retention and lifecycle outcomes. This role makes sure Teciem listens to its customers, acts on what it hears, and turns satisfied customers into active advocates, while handling escalations in a way that protects and rebuilds trust. Role purpose Own the voice of the customer and the customer experience across Teciem, so that feedback drives action, escalations are resolved with confidence, and customers become advocates for Teciem. Core accountabilities * Own Voice of Customer governance and the closed loop from feedback to action* Own the NPS programme: design, governance, follow-up and reporting* Own the Client Advisory Board framework: structure, objectives, agenda and outcomes* Build and run the advocacy programme, growing referenceable customers* Build community management and digital engagement across the customer base Key distinction: * Head of Customer Experience owns what customers tell us, how we respond, and how we turn them into advocates* CCO Operations Marketing owns CAB planning/coordination Scope of Responsibility (Direct ownership)Customer Experience (primary focus) * Voice of Customer Governance (feedback channels, insight, closed-loop action)* NPS (relationship and transactional surveys, detractor follow-up, trends)* Client Advisory Board (framework, objectives, agenda, outcomes)* Advocacy Program (references, case studies, customer speakers)* Community Management / Digital (customer community, user groups, digital engagement) Customer experience strategy * CX strategy and customer journey experience standards* Customer experience reporting to the CCO, ExCo and Board Matrix / shared alignment (no direct ownership) * Sales / CRO* Account planning (owned by HFO / AE)* Use of references and advocates in sales cycles* COO* Escalation resolution and recovery execution (Support and Professional Services)* Support operations and SLAs* CPO / CTO* Product response to VoC themes and CAB input* Product roadmap and feature prioritisation* Marketing* CAB event execution* Case study, reference and community content production* CCO peers* CCO Operations