Chief Customer Experience Architect

Matched; Greater London; On-site; GBP 95,000 - 105,000; Full time

Job summary

Matched is seeking a Head of Customer Experience in London to lead the post-sale journey across customer success, support, implementation and sales support. You will own strategies, SLAs and health metrics to drive retention and advocacy.

You will transform processes, systems and teams to scale with the business, delivering measurable improvements in customer satisfaction, onboarding and value realization.

Qualifications

• Proven leadership of the post-sale customer journey in a high-volume business.
• Experience transforming customer experience including processes, systems and teams.
• Experience running multi-channel customer support with SLAs and metrics.
• Track record of implementing and measuring customer satisfaction (NPS/CSAT).
• Experience using product usage data to drive retention and value.

Responsibilities

• Own the strategy and day-to-day operations of all post-sale customer interactions.
• Define channel-specific SLAs, routing rules, and escalation paths.
• Establish and measure customer satisfaction across the lifecycle.
• Implement health-scoring to surface at-risk customers early.
• Lead the team across support, success, training and implementation.
• Define team structure, hiring plans, and performance frameworks.

Skills

Senior leadership

Customer experience

Change management

Multi-channel support

Data-driven decisions

Tools

CRM tooling

Knowledge bases

Job description

Matched is seeking a Head of Customer Experience in London to lead the post-sale journey across customer success, support, implementation and sales support. You will own strategies, SLAs and health metrics to drive retention and advocacy.

You will transform processes, systems and teams to scale with the business, delivering measurable improvements in customer satisfaction, onboarding and value realization.