Head of Customer Experience

Matched; Greater London; On-site; GBP 95,000 - 105,000; Full time

Job summary

Matched is seeking a Head of Customer Experience in London to lead the post-sale journey across customer success, support, implementation and sales support. You will own strategies, SLAs and health metrics to drive retention and advocacy.

You will transform processes, systems and teams to scale with the business, delivering measurable improvements in customer satisfaction, onboarding and value realization.

Qualifications

• Proven leadership of the post-sale customer journey in a high-volume business.
• Experience transforming customer experience including processes, systems and teams.
• Experience running multi-channel customer support with SLAs and metrics.
• Track record of implementing and measuring customer satisfaction (NPS/CSAT).
• Experience using product usage data to drive retention and value.

Responsibilities

• Own the strategy and day-to-day operations of all post-sale customer interactions.
• Define channel-specific SLAs, routing rules, and escalation paths.
• Establish and measure customer satisfaction across the lifecycle.
• Implement health-scoring to surface at-risk customers early.
• Lead the team across support, success, training and implementation.
• Define team structure, hiring plans, and performance frameworks.

Skills

Senior leadership

Customer experience

Change management

Multi-channel support

Data-driven decisions

Tools

CRM tooling

Knowledge bases

Job description

Head of Customer Experience

Basic: £95,000 - £105,000 + Bonus + Stock + Benefits

Why: Opportunity to transform the customer journey in an already very successful business

Industry: Software

• Do you have experience in leading customer experience covering everything post-sale including, customer success, support, implementation?
• Have you led a multi-channel support/success function in a high-volume environment?
• Are you a genuine change manager, able to transform and build the systems, process, culture and programmes needed for customer success?

The company are a leading global technology business with over 10,000 UK customers. Award winning and with high customer retention, they are now looking for a head of customer experience to help transform the customer journey from the point of sale. Improving their already high customer retention whilst transforming how they engage, support and manage their customers. You will be inheriting the responsibility of a broad team covering customer success, implementation, sales support and customer support.

From the support desk through to long-term customer health, you will take ownership of the functions that determine whether customers stay and thrive. Knowing whether customers are happy, seeing value and ROI, received the proper training and onboarding and then continue to see high levels of support to build retention and advocacy.

This is a change and transformation role not a caretaker position. The current team and systems need to evolve, and the successful candidate will be expected to implement changes from day one. You will need to have been through a similar journey with a previous business where you can demonstrate implementing transformation change including systems, processes and people. These changes will allow the business to scale whilst improving the customer journey and delivering results with metrics to back it up.

Role Responsibilities

• Own the strategy and day-to-day operations of all customer interaction post sale
• Define channel-specific SLAs, routing rules, and escalation paths
• Establish and measure customer satisfaction through NPS and CSAT across the lifecycle
• Put proactive monitoring and health-scoring in place to surface unhappy or at-risk customers early
• Establish how they measure whether customers are actually using the solutions and seeing value
• Drive adoption and value realisation so customers get full value and stay
• Own customer training for all customers, measure training effectiveness and tie it back to adoption and satisfaction outcomes
• Lead, coach, and grow the team across support, success, training
• Define team structure, staffing plans, and hiring roadmaps to support company growth over the coming years
• Establish individual performance frameworks: set clear KPIs per role (CSAT, NPS, SLA's, adoption, retention), run regular performance reviews, and create development paths
• Establish reporting and dashboards that make performance visible at individual, team, and company level

What You’ll Bring

• Proven leadership of the post-sale customer journey in a high-volume business
• Proven experience of transforming customer experience within a company including changing process, systems, roles and teams
• Experience running multi-channel customer support and engagement with SLAs and performance metrics
• A track record of implementing and measuring customer satisfaction (NPS/CSAT)
• Experience using product usage and adoption data to drive proactive intervention and retention
• Experience designing and running customer training and enablement
• Strong command and preferably experience designing support/CS and CRM tooling
• Comfort developing knowledge bases for self-service and automated/AI-drafted answers
• People leadership credentials: coaching, performance frameworks, and hiring