Global CX Lead — Systems, Strategy & Scale

Marloo; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Marloo, a growing AI partner for financial advisers, seeks a global CX leader to own inbox operations, coach a distributed team and shape the customer experience across markets. You will build systems, scope internal tooling with engineering, and drive reductions in ticket volume by addressing root causes.

The role combines strategic leadership with hands-on execution, requiring a track record of improving CX, cross-border team development, and strong communication to align product, engineering

Qualifications

• You have run a customer support or CX function and made it measurably better, and you can show what changed.
• You have managed people across locations and time zones, and made individuals better rather than just kept the queue covered.
• Numbers oriented. You think in volume, resolution time and contact drivers, and you run the week on the data.
• You build systems rather than work harder, so your instinct when something repeats is to remove it rather than absorb it.
• You can scope a tool with an engineer and hold your own on what matters and what can wait.
• You communicate across the business with authority, because what you bring product, engineering and GTM is specific and evidenced.
• An active AI power user who has changed how you work rather than using it to tidy up replies.
• You are still in the inbox when it matters, because the team learns the standard by watching you meet it

Responsibilities

• Own the global inbox. Set the standard for speed, accuracy and tone, and hold it across every market as the team grows
• Lead and coach the CX team. Own their performance, development and targets, review real conversations, and make the average response as good as the best one
• Build the triage system. How work is sorted, routed, escalated and closed, written down, taught and used, so the answer does not depend on who picked it up
• Scope the internal tooling. You will not be building it, but you will decide what we need, make the case for it and work with engineering until it ships
• Reduce the volume. Find the recurring causes behind the tickets and get them fixed at source rather than answered faster
• Be the voice of the customer. Bring product and engineering the evidence on what launched well, what did not and what customers keep asking for
• Measure everything. Volume, response and resolution times, reopen rates and what drives contact. You will not be building the dashboards, but you will decide what they need to show and then live in them
• Ask for what the team needs. Engineering time, headcount, a sales lead in a difficult conversation. Nobody will offer, so you make the case and you get it
• Hire the team. Work out where the gaps are, make the case for the roles and hire into them
• Pitch in. Everyone at Marloo talks to customers, and on a heavy day that includes you

Skills

CX leadership

Team management

Data driven

Systems thinking

Tool scoping

Cross-functional comms

AI power user

Hiring

Job description

Marloo, a growing AI partner for financial advisers, seeks a global CX leader to own inbox operations, coach a distributed team and shape the customer experience across markets. You will build systems, scope internal tooling with engineering, and drive reductions in ticket volume by addressing root causes.

The role combines strategic leadership with hands-on execution, requiring a track record of improving CX, cross-border team development, and strong communication to align product, engineering