Global CX Lead: Scale Experience & Systems

Marloo; Greater London; On-site; GBP 65,000 - 85,000; Full time

Job summary

Marloo is building the AI partner for financial advisers and seeks a Customer Experience leader who will own CX globally. You will unify four markets into one function, set the standard for speed, tone and quality, and drive improvements that reduce ticket volume while increasing customer satisfaction.

You will partner with product and engineering to ship customer feedback into real changes. You will be the voice of the customer inside the business, shaping how we triage, measure and respond.

Qualifications

• Experience running a CX or customer support function and proving improvements.
• Experience managing people across locations and time zones with measurable impact.
• Strong numerical mindset focusing on volume, resolution time and drivers of contact.
• Talent for building systems to remove repetitive work and improve efficiency.
• Ability to scope tooling with engineers and advocate for what matters.

Responsibilities

• Own the global inbox. Set the standard for speed, accuracy and tone across markets as the team grows.
• Lead and coach the CX team, manage performance, development and targets.
• Build the triage system to route, escalate and close tickets consistently.
• Scope internal tooling needs and partner with engineering to ship improvements.
• Reduce ticket volume by addressing root causes and fixes at source.
• Be the voice of the customer to product and GTM with evidenced input.
• Measure volume, response and resolution times and determine what dashboards should show.
• Advocate for team needs: engineering time, headcount, leadership in difficult conversations.
• Hire the team and onboard new members as the function scales.
• Contribute to a culture where every customer interaction lands with quality and care.

Skills

CX management

Cross-location leadership

Data-driven

Process improvement

AI power user

Communication

Hiring & team building

Job description

Marloo is building the AI partner for financial advisers and seeks a Customer Experience leader who will own CX globally. You will unify four markets into one function, set the standard for speed, tone and quality, and drive improvements that reduce ticket volume while increasing customer satisfaction.

You will partner with product and engineering to ship customer feedback into real changes. You will be the voice of the customer inside the business, shaping how we triage, measure and respond.