Head of Customer Experience
2 weeks ago
Role: Head of Customer Experience (CX) with UX Responsibilities Client: Financial services
Permanent
Location: London - Hybrid
Reporting to the Chief Product Officer, the Head of CX is a senior role tasked with leading the company's customer experience strategy, while also playing a crucial role in the user experience design process (UX). The ideal candidate will be a strategic thinker with extensive experience in SaaS, web UI technologies, and direct customer engagement throughout the product design lifecycle. Experience in the financial sector and familiarity with Product Led Growth (PLG) strategies will be highly valued.
Develop and execute a comprehensive CX strategy that includes significant UX design responsibilities, ensuring a seamless, engaging user interface and overall customer journey.
Oversee the UX design process, ensuring the delivery of intuitive, user-friendly product interfaces that align with customer needs and business objectives.
Collaborate with product management, development, marketing, and sales teams to integrate CX and UX insights into product development and marketing strategies.
Establish and monitor CX and UX KPIs, leveraging data to drive decisions and continuous improvement initiatives.
Lead, mentor, and develop a team focused on delivering exceptional CX and UX, fostering a collaborative and results-driven environment.
A minimum of 10 years of experience in CX design and strategy, with substantial involvement in UX design processes for SaaS and web-based applications.
Experience in the financial sector and with PLG strategies is highly advantageous, offering insights into the specific market and growth opportunities.
Exceptional leadership and team development skills, with a track record of building high-performing teams.
Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field.
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