Head of Customer Experience & Growth (Estate Planning)

Octopus Legacy Limited; Greater London; Hybrid; GBP 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid working (London Bridge)

Flexible holiday + birthday day off

Work from anywhere up to 4 weeks/year

Vitality Health & Life Insurance

Enhanced parental leave

Free Will & LPAs + discounts

Cycle to Work + EV Salary Sacrifice

Community giving match up to £500

Breakfast, snacks and wellness

Job summary

Octopus Legacy is seeking a Head of Customer to own the end-to-end customer experience across the estate planning business, from enquiry to renewal. You will lead the Customer and Bookings teams, set the strategy for serving and converting customers at scale, and be accountable for metrics at the intersection of customer experience and the P&L.

You’ll manage managers, partner with Sales, Legal, Product and Operations, and report into the General Manager.

Qualifications

• Seasoned leader with experience running customer-facing operations in a service business.
• Strong track record of managing managers and building high-performing teams.
• Commercial fluency: understands how customer metrics map to the P&L.

Responsibilities

• Own the customer strategy for wills, probate and estate planning, balancing warmth with commercial rigour.
• Lead the Customer and Bookings teams and their managers, fostering a customer-first culture.
• Be accountable for conversion, response times, CSAT/NPS, retention and cost to serve.
• Redesign processes with Operations and Product to scale the customer journey.
• Bridge commercial goals with sensitive customer needs and coach the team accordingly.
• Partner with Sales, Legal, Marketing and Product to ensure a joined-up customer experience.
• Represent the voice of the customer in leadership conversations.

Job description

Octopus Legacy is seeking a Head of Customer to own the end-to-end customer experience across the estate planning business, from enquiry to renewal. You will lead the Customer and Bookings teams, set the strategy for serving and converting customers at scale, and be accountable for metrics at the intersection of customer experience and the P&L.

You’ll manage managers, partner with Sales, Legal, Product and Operations, and report into the General Manager.