Head of Customer Experience
4 days ago
Warwick
Job Title: Head of Customer Experience Salary: £55,000 – £65,000 per annum depending on experience Contract: Full-Time Location: Warwick, UK, hybrid 1-2 days in office About the Role: Nicholas Associates has an excellent opportunity for a Head of Customer Experience, to join an innovative & award-winning tech client. We’re looking for a strategic and customer-focused leader to join our client's management team. This new role will take ownership of the full customer journey – from onboarding and support, to training and long-term success – helping to improve how customers learn, adapt, and get real value from our client's product. You’ll lead the Customer Service Manager and Product Training Manager, supporting both pre and post-sale experiences. Your goal is to build scalable processes, develop the customer education approach, and ensure that customer insights are driving continuous improvement across the business. This is a hands-on leadership role with influence across product, engineering, marketing, and commercial – and a great fit for someone who enjoys working cross-functionally to solve customer problems and scale customer impact. Key Responsibilities: Team Leadership • Lead and support the Customer Service and Product Training Manager, who is responsible for; 2 Team Leaders, 5 Customer Support Specialists, who work a number of shifts to cover our global Customer base and 2 Pre-Sales Consultants., • Foster a strong team culture with clear goals, collaboration, and accountability, • Champion professional development and operational excellence, • Optimise the customer journey, reducing friction across product onboarding, training, and post-sale support, • Oversee the creation and development of educational resources (video tutorials, user manuals, online and in-person training) that empower users to get the most from our client's product, • Use customer feedback (e.g. NPS survey feedback, support tickets, product reviews and call recordings) to identify pain points and opportunities to improve training content, onboarding sequences and customer satisfaction, • Identify and address recurring customer issues through long-term and scalable solutions, • Own NPS strategy and reporting, leveraging data to inform priorities, measure success and to demonstrate impact, • Monitor CSAT survey responses and resolution time metrics, • Use data to inform priorities and track the success of CX initiatives. What we are looking for: • Experience leading customer experience, customer success, or operations teams in a technology or product-led environment, • Strong team leadership and stakeholder management skills, • Customer-first mindset with a bias for action and improvement, • Analytical and data-informed approach to decision-making, • Experience working cross-functionally with product, engineering, and marketing, • Bonus: exposure to Agile, Lean, or continuous improvement methodologies. Why Join Us? • Work in a fast-growing, innovative tech company making a global impact, • Hybrid working arrangements (2 days/week in our Warwick office), • Close collaboration with senior leadership, • Comprehensive benefits package including:, • 25 days annual holiday + 8 public bank holidays, • Pension plan, • Health insurance, • Healthcare cash plan, • 24/7 Employee Assistance Programme (EAP), • Company share scheme, • Discount schemes, • Free on-site car parking, • Monthly team lunches, • A supportive and collaborative culture with opportunities to develop and grow.