At a Glance
- Tasks: Lead customer experience initiatives and transform feedback into actionable insights.
- Company: Teciem, a pioneering financial software solutions provider with a diverse culture.
- Benefits: Inclusive workplace, growth opportunities, and a chance to shape customer experiences.
- Other info: Join a diverse team committed to innovation and customer advocacy.
- Why this job: Be the voice of the customer and drive meaningful change in a dynamic environment.
- Qualifications: Experience in customer experience management and strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
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 Experience
- London | Reports to: Chief Customer Officer
- The organisation
Teciem 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 opportunity
Teciem 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 & Programs owns customer data, signals, tooling and at-risk/escalation governance mechanics
- Customer Success Enablement owns CSM capability, playbooks and best practice
- COO owns resolution of escalations through Support and Professional Services; 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, Ex Co 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 Vo C themes and CAB input
- Product roadmap and feature prioritisation
- Marketing
- CAB event execution
- Case study, reference and community content production
- CCO peers
- CCO Operations & Programs: signal routing, health scores and at-risk governance
- CS Enablement: validated value stories and playbooks that use Vo C insight
Key Responsibilities
- Voice of Customer governance
- Define and maintain the Customer Journey as a cross function framework that improves CX
- Vo C framework: listening channels, cadence and ownership across the lifecycle
- Turn feedback into structured, actionable insight and themes for Product, Delivery and Sales
- Ensure insight-to-action accountability, with actions tracked to closure
- NPS
- Run relationship and transactional NPS with clear governance and survey design
- Ensure closed-loop follow-up with detractors and passives within agreed timeframes
- Report NPS trends and drivers by segment, product and region
- Client Advisory Board
- Own the CAB framework: membership, objectives, agenda and outcomes
- Ensure CAB input is fed into Product and strategy, and that members see what changed as a result
- Partner with Marketing on execution of CAB meetings and events
- Advocacy programme
- Build a pipeline of referenceable customers, using health, NPS and value signals to identify candidates
- Run references, case studies and customer speaker opportunities, Marketing producing content
- Manage advocate engagement so references are used well and not overused
- Community management / digital
- Build and grow the customer community and user groups
- Develop digital engagement channels that let customers learn, connect and share with each other and with Teciem
- Use community and digital activity as a source of Vo C insight
Success metrics
- Primary
- Gross Revenue Retention (GRR)
- NPS trend and response rate
- Closed-loop follow-up rate within agreed timeframes
- Insight-to-action velocity and closure
- Secondary
- Number of active referenceable customers
- CAB engagement and outcomes delivered
- Community and digital engagement
- Escalation volume trend
- Operating model principles
- Clear RACI (critical)
- Head of Customer Experience → Vo C, NPS, CAB, advocacy, escalation governance, community
- CCO Operations & Programs → operating model, customer insight, tooling, renewal and risk process, Always-N programme
- CS Enablement → CS roadmap, best practice, playbooks, value validation, CSM capability
- CRO → sales, account planning, renewals, bookings
- COO → delivery, support, escalation resolution
- Marketing → CAB and advocacy execution, content
- Product → roadmap
Objective: make sure every customer voice is heard and acted on, and every escalation strengthens trust rather than eroding it.
- Organisation design
- Reports to
- Chief Customer Officer
- Direct reports (indicative)
- Community Management
- What this role is not
- Not Head of Support
- Not a Marketing or events role
- Not responsible for delivering escalation fixes
- Not a survey-only function
It is the owner of the voice of the customer at Teciem, accountable for turning feedback into action and customers into advocates.
- 

- Diverse Minds, Shared Ambition
At Teciem, we believe that our strength comes from the diversity of our people.
Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.
We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow.
Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.
We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs.
Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.
Head of Customer Experience in London employer: Teciem
Teciem is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London, where innovation meets collaboration. Employees benefit from comprehensive professional development opportunities, ensuring growth within the finance technology sector while working alongside industry experts. With a strong focus on employee well-being and a commitment to delivering impactful solutions for clients, Teciem stands out as a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Teciem. 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 Teciem 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 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 Teciem:Your cover letter is your chance to shine! Tell us why you want to work at Teciem 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 Teciem!
How to prepare for a job interview at Teciem
✨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.
