Global CX Lead: Scale Experience & Systems

Marloo; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Marloo is building the AI partner for financial advisers, and this role leads customer experience across the globe from London and beyond. You will shape one unified CX function, set speed and tone, and drive outcomes that reduce inbox volume while improving resolution quality.

You will partner with product, engineering and GTM to deliver scalable tooling, dashboards, and processes, while coaching teams across time zones to serve advisers quickly and consistently.

Qualifications

• Experience running a customer support or CX function and demonstrable improvements.
• Experience managing teams across locations and time zones.
• Numbers oriented with focus on volume and resolution metrics.

Responsibilities

• Own the global inbox and set speed, accuracy, and tone across markets.
• Lead and coach the CX team, shaping performance and growth.
• Build triage systems and internal tooling with engineering input.
• Reduce ticket volume by fixing root causes and improving dashboards.
• Be the voice of the customer to inform product and GTM decisions.
• Measure volume, response times, reopen rates and drive data-driven improvements.
• Hire and shape the team, and actively contribute to busy days.

Skills

CX leadership

Global team management

Data-driven

Process design

AI power user

Job description

Marloo is building the AI partner for financial advisers, and this role leads customer experience across the globe from London and beyond. You will shape one unified CX function, set speed and tone, and drive outcomes that reduce inbox volume while improving resolution quality.

You will partner with product, engineering and GTM to deliver scalable tooling, dashboards, and processes, while coaching teams across time zones to serve advisers quickly and consistently.