Head of AI-Driven Customer Experience

Academic Key; Greater London; Hybrid; GBP 140,000 - 180,000; Full time

Job summary

Lovable is hiring a Head of Customer Experience to own the full spectrum of how customers succeed with Lovable, from their first interaction to enterprise adoption. This in-office role will build an agentic-first CX function at the intersection of Product, Engineering, and GTM, leveraging AI agents to scale without headcount growth.

You will lead across ticketed and async support, incident response, onboarding, and enterprise CX, shaping feedback loops to influence product direction and

Qualifications

• 10+ years of experience in customer experience.
• Leadership experience across multiple time zones.
• Cross-functional fluency at the intersection of Product, Engineering, and GTM.

Responsibilities

• CX function — own ticketed support, async support, incident response, and onboarding.
• Architect and build AI-powered systems that resolve issues, surface product signals, and scale coverage without scaling headcount 1:1.
• The product feedback loop — you're the clearest signal we have on what's broken, confusing, or missing; you own turning that into structured input for Engineering and Product.
• Enterprise CX — build dedicated support motions, office hours, and success touchpoints for our largest customers.
• Social support — own Lovable's customer support presence and response across channels like Reddit, Discord, LinkedIn, and Twitter/X.
• CX metrics — own and move CSAT, resolution time, time-to-value, and NPS.

Skills

CX leadership

AI-native

Cross-functional collaboration

Product feedback

Job description

Lovable is hiring a Head of Customer Experience to own the full spectrum of how customers succeed with Lovable, from their first interaction to enterprise adoption. This in-office role will build an agentic-first CX function at the intersection of Product, Engineering, and GTM, leveraging AI agents to scale without headcount growth.

You will lead across ticketed and async support, incident response, onboarding, and enterprise CX, shaping feedback loops to influence product direction and