Head of Customer Experience & AI-Driven Growth

Scoro; Greater London; Remote; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Stock Options Package

Health Benefits

Pension Plan

Annual Leave 28 days + holidays

Loyalty Days

Job summary

Scoro seeks a VP of Customer Experience to unify Customer Success, Onboarding, and Support, shaping scalable approaches to engage our growing customer base. You will collaborate closely with Product, Marketing, Sales, and Services to translate customer needs into actionable product and process improvements.

You’ll own customer metrics and drive data-driven decisions, while maintaining strong relationships with strategic customers and senior stakeholders in a remote UK-based setup.

Qualifications

• Experience leading Customer Success, Customer Experience or broader Customer Services functions in a B2B SaaS (or similar) company.
• Strong product thinking; translate customer feedback into Product Strategy input.
• Proven ability to build scalable processes to engage a large customer base.

Responsibilities

• Lead Scoro’s Customer Services division, covering Customer Success, Onboarding, and Customer Support, setting direction and goals.
• Build a scalable approach to customer experience and engagement across the customer base.
• Deepen understanding of customer needs and business changes, turning insights into action.
• Drive automation to reduce manual work and scale support across the customer base.
• Strengthen the link between customers and Product to inform product evolution.
• Maintain relationships with strategic customers and senior stakeholders.
• Own customer services performance using retention, adoption, health, engagement metrics.
• Bring the customer voice into Product, Sales, Marketing, and Services for better decisions.
• Introduce new ideas and frameworks to continuously improve value creation.

Skills

Customer leadership

Strong product thinking

Systems thinking

Automation mindset

Strategic customer experience

Commercial understanding

Data-driven approach

Communication & collaboration

Job description

Scoro seeks a VP of Customer Experience to unify Customer Success, Onboarding, and Support, shaping scalable approaches to engage our growing customer base. You will collaborate closely with Product, Marketing, Sales, and Services to translate customer needs into actionable product and process improvements.

You’ll own customer metrics and drive data-driven decisions, while maintaining strong relationships with strategic customers and senior stakeholders in a remote UK-based setup.