Head of Customer Experience

Fornax; Greater London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A clean energy technology company in Greater London is seeking an experienced operations leader. This role involves defining and building critical processes for customer and partner satisfaction while ensuring scalable solutions. The ideal candidate has 7+ years in operations, with strong problem-solving abilities and leadership skills. Enjoy working in a dynamic environment focused on sustainability and innovation. Compensation starts at £75k+, highlighting the impact of every installation in reducing carbon emissions.

Benefits

Equity options

Learning and growth opportunities

Flexible working arrangements

Impact on sustainability

Qualifications

• 7+ years of experience in operations roles, including leadership.
• Skilled in managing multiple tasks and working at pace.
• Experience in regulated industries is a plus.

Responsibilities

• Define, build, and operate critical business processes.
• Understand partners and customers to deliver comprehensive offerings.
• Build systems and processes to automate workflows.

Skills

Operations management

Technical problem solving

Team leadership

Customer engagement

Organizational skills

Adaptability

Empathy

Creative thinking

Tools

Python

Java

ETL Tools

Job description

🚀 Summary of the Role

The front-line of problem solving, combining a technical mind with people skills to build customer experiences that delight and scale. You’re going to be leading a critical business area, acting with agency to build best-in-class functions that combine people, processes and technology. You’ll feel great because you’re solving worthwhile problems that, create jobs, save people money and protect the planet.

You will be joining a small, elite team with deep expertise covering heating, data, engineering, finance and operations. We’re committed to doing excellent work, but also believe that enjoying the journey is key to long-term success.

🌍 About Us: Fornax

Our Mission: Powering the home energy transition. Domestic properties are responsible for ~20% of all carbon emissions; we're on a mission to eliminate that by making clean energy technology simpler and more affordable.

Our Ambition: To be the leading provider of home energy technology, helping millions of homeowners live more affordable, comfortable lives.

The Problem: The world is moving to clean energy, and the technology (like heat pumps) already exists. The problem is that for most homeowners, it's too expensive and complicated to install.

Our Solution: We’re building a platform that does three things to fix this:

1. Make it Cheaper: Our "Agentic OS" and smart procurement platform fundamentally lowers the installation costs of clean energy technology.
2. Spread the Cost: We create unique financing products - including the UK’s only clean heating lease - making clean energy accessible for a low pay-monthly fee.
3. Use Data: We build a long-term, data-rich relationship with our customers to help them to optimise their whole-home energy stack, maximising their benefit and savings.

🛠 What You Will Do

You will be defining, building and operating the critical business processes that deliver for customers and installation partners. After developing a deep understanding of the audiences, produces and processes, you will systematically build processes that can consistently deliver exceptional outcomes. This will involve working with the wider team to define and deliver high-leverage technology, and building high-quality teams.

Your responsibilities will include:

• Client Facing: Understanding our primary partners (installation businesses) and customers (homeowners and landlords) and delivering a comprehensive offering that supports them. The initial focus of this role will be to deal with partners as they join our platform and ensure they succeed. Just as important will be acting as a critical feedback loop on our platform offer, helping to inform and develop new features and services.
• Productising and Process-building: you might start by doing ‘things that don’t scale’, but what sets you apart is that you will taking that knowledge to build systems and processes that do. You will be constantly looking for opportunities to systematise, improve and automate, either building yourself or working with the engineering team to build reliable, scalable ways of doing something.
• Leadership: When the time comes, building and leading the teams that will deliver.

How this role grows:

👉 0–6 months: learn the business, build the tools, demonstrate the effectiveness of your setup

👉 6–24 months: shift to scale what you have built, leading growing teams to deliver efficiently without compromising quality

🙌 What We’re Looking For

We’re looking for energy and the right attitude. Everyone we speak with has talent and a track record; you’ll need to understand that that isn’t enough! You’ll have experience running operations in both a scale and startup environment, but will be able to demonstrate that you continue to think from first principles to stay on the cutting edge of what you do. You’ll be a self-starter who is eager to learn and capable of persisting until you’ve worked it out.

We’re not about having an elite institution on your CV; we care more that you’ve hustled, shown grit and made things happen! You’ll be equally as comfortable dealing with people as you are with technology; empathy is critical to success in this role.

You should apply if you check most of these boxes (or think you’ll be able to with the right coaching):

• 7Y+ of experience in operations roles, including in a leadership capacity.
• Driven and high-energy.
• Track record of hustle and getting things done you have a natural bias for action
• Exceptionally organised - You can manage multiple tasks effectively and work at pace. Comfortable switching between admin, operations, and big-picture work.
• Technically minded you’ll have a broad set of technical skills that you draw on to build creative solutions. You have a structured mind and are comfortable ‘vibe coding’ solutions, either as an MVP or permanent solution.
• Creative self-starter a (nearly) blank sheet of paper doesn’t terrify you!
• Deeply self-aware - curious, adaptable and growth-oriented.

Nice to Haves (but not required!):

• Experience in regulated industries such as financial services or energy.
• Experience writing code (e.g. Python, Java or TypeScript), building data pipelines (ETL), configuring systems, or developing custom applications or AI/ML workflows.
• A marker that showcases hard work, resilience and dedication, like a tier one sports achievement, a first class degree, some super nerdy hobby / interest, or overcoming adversity in your life.
• A demonstrable interest in startups, sustainability, clean tech, or finance.

We are committed to building a diverse culture from day one. We can also provide reasonable adjustments during the application process if needed.

Don’t meet all of the role requirements? Don’t worry!

We care about outcomes rather than tick-box criteria, and it’s often the case that the perfect person for the role has a CV that looks a little different. The last person we hired was someone we found on Twitter and never attended university, so go ahead and apply!

🎁 Perks & Compensation

• Compensation: £75k+ DoE
• Equity: EMI Options - You will have real ownership in what we are building from day 1
• Real Impact: Every clean heating system we install saves 24 tonnes of carbon emissions
• Learning: Work in an environment that values learning and growth, and will support you however it can
• Office-first Working: We believe the creative magic (and best learning!) happens in person, so we work together as a team most days from our central London office a short walk from Regents park. That said, we’re a practical, flexible bunch who recognise the benefit of distraction-free home working from time-to-time, so this is totally fine in moderation.