Head of Customer Experience

We are seeking a Head of customer experience to join our dynamic team in Reading so if you're ready to make a significant impact on our customers' experiences at Ciphr, we invite you to apply today

As Head of Customer Experience, you'll lead improvements across the customer journey, ensuring every touchpoint reflects customer needs. You'll drive service excellence, collaborate across teams, and keep customer satisfaction at the heart of everything we do.

You'll:

• Embed loyalty, enhance satisfaction, and deliver customer outcomes that differentiate Ciphr in the marketplace.
• Execute a unified customer operations strategy that aligns with Ciphr's business goals and customer-centric values.
• Lead the customer experience function across customer care and professional services operations.
• Develop and monitor key performance indicators (KPIs) related to customer experience, satisfaction, and retention, using data to inform decisions and strategy adjustments.
• Oversee the delivery of customer projects, ensuring on-time and on-budget outcomes.
• Ensure pro-active outreach and account management to the customer base including actively managing a number of accounts yourself
• Develop trusting relationships with customers, understanding their business needs and technical challenges to bring them back to green
• Collaborate with product to influence product backlog priorities based on customer-impacting insights.
• Identify and address team knowledge gaps through collaboration with customer operations.
• Drive a high-performing team culture, providing leadership, coaching, and development opportunities across the customer experience team.
• Contribute to strategic initiatives aimed at scaling service delivery, improving efficiency, and enhancing customer outcomes.
• Ensure that documentation, playbooks, and SOPs are consistently applied across all operational functions

What you'll need:

• Extensive experience in a leadership role within Customer Operations, Professional Services, or customer care roles within a SaaS/HCM environment.
• A strong grasp of service delivery frameworks and customer lifecycle strategies.
• Ability to manage multiple projects, teams, and priorities simultaneously.
• Excellent problem-solving, analytical, and decision-making skills.
• Collaborative leadership style with an ability to work effectively across departments.
• Proficiency with customer service platforms, ticketing systems, and project tracking tools.
• Deep experience with customer experience metrics and KPIs, using data to make informed decisions and strategic adjustments.
• Demonstrated ability to lead cross-functional teams and build a high-performance culture and team growth.
• Track record of process improvements and performance optimisation.
• Strong communication skills and a strategic mindset with the ability to execute hands-on.
• Ability to visit customer sites and attend face-to-face meetings to strengthen relationships and understand customer needs first-hand.

What we offer you:

Ciphr has a benefits package which has you and your family in mind.

As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:

• 30 days annual leave, plus bank holidays
• Family National Trust Membership
• Birthday day off
• Religious holiday swap
• Family forming support - e.g., time off for family forming appointments or to support your partner
• Enhanced maternity and paternity leave
• Cycle to work scheme
• Pension
• Health cash plan
• Life assurance
• Technology/home improvements Loans
• Perks at Work – access to exclusive discounts, cinema tickets, etc.
• Regular training
• £1,500 employee referral scheme
• Medical Cover and Dental cover (after 6 months' service)
• Income Protection insurance (after 12 months' service)

About Ciphr:

Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.

Ciphr's integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.

Ciphr is all about people. Our values are trust, service excellence, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us

Job Type: Full-time

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Store discount
• Work from home

Work Location: Hybrid remote in Reading RG1 1PW