Head of AI-Driven Customer Experience

Lovable; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Lovable is seeking a Head of Customer Experience to own how customers succeed—from first touch to enterprise adoption. This is not a traditional support role; you’ll build an agentic-first CX function aligned with Product, Engineering, and GTM.

You’ll architect AI-powered support, establish product feedback loops, and scale capabilities without linear headcount growth. You’ll drive enterprise CX, social presence, and key metrics like CSAT, time-to-value, and NPS.

Qualifications

• 10+ years of experience with at least 5 in a leadership role owning Customer Experience.
• AI-native operator—actively building agentic support systems today, not just exploring AI.
• Commercially accountable—NRR, churn, CSAT, or expansion targets with proven results.
• Cross-functional fluency at the intersection of Product, Engineering, and GTM.
• Proven people leader—hired, developed, and retained CX managers and ICs across time zones.
• Technical depth—comfortable inside an engineering org, contributing to product direction and tooling.
• Preferred: background from AI-native or developer tools companies; scaling PLG support at high-growth tech firms; built internal tooling for CX.

Responsibilities

• CX function: own ticketed and async support, incident response, and onboarding.
• Agentic support infrastructure: design AI-powered systems to resolve issues and surface signals.
• Product feedback loop: convert CX signals into structured input for Engineering/Product.
• Enterprise CX: build dedicated support motions and success touchpoints for large customers.
• Social support: manage Lovable's presence across Reddit, Discord, LinkedIn, and X.
• CX metrics: own CSAT, resolution time, time-to-value, and NPS.

Skills

Leadership

CX Management

AI-native operator

Cross-functional collaboration

Data-driven decisions

Job description

Lovable is seeking a Head of Customer Experience to own how customers succeed—from first touch to enterprise adoption. This is not a traditional support role; you’ll build an agentic-first CX function aligned with Product, Engineering, and GTM.

You’ll architect AI-powered support, establish product feedback loops, and scale capabilities without linear headcount growth. You’ll drive enterprise CX, social presence, and key metrics like CSAT, time-to-value, and NPS.