Customer Experience Lead in City of London

About the Role

We're looking for a Customer Experience Lead to take full ownership of Zima Dental's post-purchase experience and define its next phase of optimisation and growth. This is a high-impact role for someone who has built and led CX before - focused on reducing revenue lost to returns, designing onboarding that drives real results, and turning customer insights into action across product, website, and marketing.

This role sits at the intersection of customer insight and business performance. You won't just manage support; you'll redefine how customers experience our products after purchase. Drawing on your experience, you'll build the systems, strategies, and improvements that proactively prevent dissatisfaction and maximise customer success at scale.

As the business scales, your work will directly shape retention, customer satisfaction, and revenue protection. You'll own the internal voice of the customer, using real data and interactions to bridge the gap between expectation and reality, and ensuring those insights reach the right people across the business.

This is not a purely operational role. It's a senior position that blends strategy and execution, ideal for someone who wants genuine ownership of a vertical and the autonomy to build it their way. You'll work closely with Product, Marketing, and Operations to ensure customer experience actively drives business performance.

If you're looking for a role where you can shape the end-to-end customer journey, reduce friction at scale, and have a direct impact on growth, and you've done it before, this is it.

Key Responsibilities

• Own the key metric of % revenue lost to returns and drive initiatives to reduce it.
• Identify where expectations break down across the customer journey and implement solutions to close those gaps.
• Work closely with Operations on returns, replacements, and warranty processes to improve both customer experience and business outcomes.
• Own the design and continuous improvement of onboarding to ensure customers achieve the best possible results with their product.
• Define the critical success and failure moments across the customer journey and set the direction for optimising those touchpoints.
• Own alignment between product experience, education, and marketing messaging.
• Aggregate insights from reviews, support tickets, surveys, and returns data.
• Identify recurring themes, pain points, and product feedback, and translate them into clear, actionable insights.
• Feed insights into product development, website optimisation, and marketing strategy.
• Act as the internal voice of the customer across key decision-making moments.
• Improve CX workflows, FAQs, macros, and automation to reduce friction and increase efficiency.
• Identify opportunities to reduce repetitive support and improve self-serve customer experiences.
• Support optimisation of CX tools (e.g. Gorgias, Zendesk).
• Ensure support experience is fast, clear, and aligned with brand standards.
• Partner closely with Product, Marketing, and Operations to implement changes driven by customer insight.
• Align customer-facing messaging across website, lifecycle communications, and support channels.

What We’re Looking For

Experience

• 3+ years’ experience in customer experience, retention, or operations within ecommerce or DTC.
• Experience working with CX platforms such as Gorgias or Zendesk.
• Experience improving onboarding, customer journeys, or retention metrics.

Skills

• Strong analytical mindset with the ability to connect customer feedback to business outcomes.
• Ability to turn unstructured customer data into clear insights and actions.
• Confident working cross-functionally with product, marketing, and operations teams.

Mindset

• Highly customer-focused, but commercially minded.
• Proactive and ownership-driven - you don’t just spot problems, you fix them.
• Comfortable operating both strategically and hands-on.
• Obsessed with continuous improvement and optimisation.
• Excited by fast-paced environments where you can have real impact.

Why Join Us

Zima Dental is a fast-growing, premium consumer brand redefining oral appliance care globally. Customer experience is a core driver of retention and growth, and in this role you’ll have real ownership over how we deliver it at scale.

You’ll work directly with senior leadership, shape the post-purchase journey, and build systems that improve both customer outcomes and business performance. If you enjoy solving real customer problems, and driving measurable impact, this role offers both challenge and ownership.

Benefits

• 28 days holiday (excluding bank holidays).
• Company pension.
• Cycle to Work scheme.
• Ongoing learning and development support.
• Weekly team and company social activities.
• Direct collaboration with senior leaders and opportunities for fast career advancement.