Director, Customer Experience

Mimecast; London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading technology company in London is looking for a Director of Customer Experience to enhance customer journey management and drive customer satisfaction and loyalty. The ideal candidate should have experience in the Cyber industry or SaaS, along with strong leadership and cross-functional collaboration skills. This position involves owning the end-to-end customer experience while fostering a customer-centric culture across all teams.

Qualifications

• Previous experience in a similar role ideally within the Cyber industry or enterprise cloud SaaS.
• Proven experience leading and optimizing customer journeys.
• Strong track record in fostering a customer-centric culture.

Responsibilities

• Own and optimize the end-to-end customer experience.
• Champion a customer-first mindset across the organization.
• Develop and implement customer experience strategies.

Skills

Customer journey optimization

Team leadership

Cross-functional collaboration

Customer-centric mindset

Data analysis

Job description

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We are seeking a strategic, customer-obsessed Director of Customer Experienceto lead and elevate every aspect of our customers’ journey—from purchase and onboarding, through implementation, to ongoing product use, adoption, and advocacy. This leader will be responsible for shaping a seamless, high-quality experience across all touchpoints, ensuring our customers achieve maximum value from our solutions.

Key Responsibilities

• Customer Journey Ownership:
  Own and optimize the end-to-end customer experience, including purchasing, onboarding, implementation, product usage, and adoption. Map and continually refine the customer journey to identify and eliminate friction points .
• Customer-Centric Culture:
  Champion a customer-first mindset across the organization. Foster a culture where every team member understands and prioritizes customer needs and satisfaction .
• Strategy & Execution:
  Develop and implement customer experience strategies that drive satisfaction, retention, and loyalty. Works alongside Competitive Intelligence teams to benchmark our strategy and execution relative to competition . Set clear goals and KPIs, and measure the effectiveness of initiatives .
• Cross-Functional Leadership:
  Collaborate with Sales, Product, Marketing, Support, and Engineering to ensure a unified and consistent customer experience. Lead cross-functional initiatives to address customer pain points and improve processes .
• Customer Feedback & Insights:
  Establish systems to collect, analyze, and act on customer feedback from multiple channels. Use data and insights to inform product and process improvements .
• Adoption & Engagement:
  Drive initiatives to increase product adoption, usage, and customer engagement. Develop programs and resources that help customers realize the full value of our solutions.
• Quality Assurance:
  Monitor and improve the quality of customer interactions and product experiences. Implement standards and processes to ensure consistency and excellence at every touchpoint.
• Team Leadership & Development:
  Build, mentor, and inspire a high-performing customer experience and UX/UI team. Set clear expectations, provide regular feedback, and foster professional growth .
• Reporting & Continuous Improvement:
  Track and report on customer experience metrics and KPIs. Present findings and recommendations to senior leadership, and drive a culture of continuous improvement .

Skills and Experience needed….

• Previous experience a similar role ideally within the Cyber industry and/or high-performance enterprise cloud SaaS software environments
• Proven experience leading and optimizing end-to-end customer journeys, including purchase, onboarding, implementation, and ongoing engagement.
• Demonstrated ability to develop and execute customer experience strategies that drive satisfaction, retention, and loyalty.
• Strong track record of fostering a customer-centric culture and championing customer-first initiatives across diverse teams.
• Expertise in mapping customer journeys, identifying friction points, and implementing process improvements to enhance the overall experience.
• Skilled in cross-functional leadership, collaborating effectively with Sales, Product, Marketing, Support, and Engineering to deliver a unified customer experience.
• Advanced ability to collect, analyze, and act on customer feedback and insights to inform product and process enhancements.
• Experience designing and launching programs that increase product adoption, usage, and customer advocacy.
• Proficient in establishing and monitoring quality assurance standards to ensure consistency and excellence at every customer touchpoint.
• Strong leadership and team development skills, with a history of building, mentoring, and inspiring high-performing customer experience and UX/UI teams.
• Analytical mindset with experience tracking, reporting, and presenting customer experience metrics and KPIs to senior leadership, driving continuous improvement.