At a Glance
- Tasks: Lead the customer experience journey and drive loyalty through innovative strategies.
- Company: Fast-growing tech services company focused on outstanding customer outcomes.
- Benefits: Competitive salary, executive benefits, and opportunities for impactful work.
- Other info: Join a dynamic team and make a lasting impact on customer relationships.
- Why this job: Shape the future of customer experience and leverage AI technologies for real change.
- Qualifications: Proven experience in customer success or service leadership roles.
The predicted salary is between 65000 - 90000 £ per year.
An exceptional opportunity to join a high-growth technology services business at a pivotal stage in its journey. This organisation has built a reputation for delivering outstanding customer outcomes and is now entering an exciting new phase of growth and transformation. Customer experience has been a key differentiator throughout its success, and with increasing market competition, the business is investing heavily in ensuring it remains ahead of the curve.
The Director of Customer Experience will take ownership of the complete customer journey, ensuring every interaction strengthens relationships, drives loyalty, and creates long-term commercial value. This is a highly visible leadership role requiring a strategic thinker who is equally comfortable operating at board level and engaging directly with customers and operational teams. You will play a key role in shaping how customer insight, data, and emerging AI technologies are leveraged to create market-leading experiences while driving retention, advocacy, and sustainable growth.
Responsibilities:
- Own and continuously improve the end-to-end customer experience across multiple service offerings and customer touchpoints.
- Develop and maintain a real-time understanding of customer sentiment, engagement, and risk.
- Design and implement proactive customer health and early-warning frameworks to identify potential issues before they impact customer relationships.
- Lead complex customer escalations and high-priority service situations, ensuring swift resolution and long-term improvements.
- Drive the evolution of customer insight capabilities through AI, sentiment analysis, behavioural analytics, and data-driven decision making.
- Transform customer feedback and operational intelligence into actionable business recommendations and strategic initiatives.
- Identify opportunities to improve customer retention, expansion, advocacy, and overall lifetime value.
- Partner with senior stakeholders across commercial, operational, technical, and support functions to embed a customer-first culture.
- Lead business-wide change initiatives that positively impact customer outcomes and operational performance.
- Build strong relationships with key customers through regular engagement, strategic reviews, and proactive communication.
- Establish meaningful reporting, governance, and customer performance frameworks that support both operational teams and senior leadership.
- Create and maintain customer risk management processes, ensuring actions are taken before dissatisfaction develops.
- Develop forecasting models that provide visibility of retention performance, growth opportunities, and customer health trends.
Required Skills:
- Proven experience in a senior Customer Experience, Customer Success, Customer Operations, or Service Leadership role.
- Strong background within technology services, managed services, professional services, SaaS, or complex B2B environments.
- Commercially astute with a strong understanding of retention, recurring revenue models, customer lifetime value, and growth metrics.
- Demonstrable experience implementing customer insight, sentiment analysis, AI-driven analytics, or customer intelligence programmes.
- Strong change management and transformation leadership capability.
- Experience influencing and driving outcomes across large, cross-functional organisations.
- Excellent stakeholder management skills with the ability to engage effectively at executive, operational, and customer levels.
- Data-driven mindset with the ability to convert complex information into clear business decisions.
- Outstanding communication, presentation, and relationship-building skills.
Why should I apply?
This is a rare opportunity to shape the future of customer experience within an ambitious, fast-growing organisation that genuinely views customer success as a strategic priority. You will have the autonomy to influence business-wide decisions, implement innovative customer programmes, and leverage emerging AI technologies to redefine how customer relationships are managed and strengthened. The role offers significant scope to leave a lasting impact, driving measurable improvements in customer loyalty, retention, advocacy, and commercial performance. You will work alongside talented leaders, contribute to meaningful transformation initiatives, and play a central role in helping the organisation achieve its next stage of growth. For an experienced customer leader who thrives on ownership, innovation, and delivering exceptional outcomes, this represents a career-defining opportunity.
Head of Customer Success/Customer Experience employer: WeDo
Join a dynamic and innovative technology services company that prioritises customer success and offers a competitive salary alongside an executive benefits package. With a strong focus on employee growth, you will have the opportunity to shape the future of customer experience while working in a collaborative and forward-thinking environment. This role not only allows for significant autonomy and influence but also provides a platform to leverage cutting-edge AI technologies, ensuring you are at the forefront of industry transformation.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success/Customer Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WeDo. 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 WeDo 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 Success/Customer Experience
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 WeDo:Your cover letter is your chance to shine! Tell us why you want to work at WeDo 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 WeDo!
How to prepare for a job interview at WeDo
✨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.
