Head of Customer Experience & Operations Strategy

Story Terrace Inc.; Belfast City District; Hybrid; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Fast-track career progression

Exclusive Raylo device subscription

Private Medical Insurance

Stock options for all employees

L&D budget to support skills

4 days in Belfast Office + 1 day WFH

33 days off (25 days + 8 bank holidays

Enhanced parental leave

Workplace nursery scheme

Job summary

Raylo is seeking a Customer Experience Lead to own the Wow CX standard and oversee the end-to-end NPS programme. You will identify pain points from feedback, justify fixes with clear business cases, and govern CX communications at scale across channels.

You will shape global CX standards as Raylo expands beyond the UK, design structured CX testing, and bring best-in-class insights from across industries to improve customer journeys and outcomes.

Qualifications

• 3-7 years' experience in a CX, operations or strategy role.
• Degree level education, ideally in a STEM or analytical discipline.
• Genuine, sustained curiosity about the customer.
• Ability to build a business case for change and secure funding.
• Hands-on experience with marketing automation or a comms platform.
• Strong analytical skills in Excel/Looker and data-driven thinking.
• Fluency with frontier AI tools and how they affect CX.

Responsibilities

• Define the standard for a great customer interaction and be the voice of the customer across cross-functional decisions.
• Own the NPS program end-to-end, analyze trends and drive action.
• Identify and quantify pain points from feedback and justify fixes with business cases.
• Govern CX mass communications across channels and ensure consistent messaging at scale.
• Lead live CX projects end-to-end: root cause, fix, communicate and close-out.
• Set CX standards for global markets as Raylo scales beyond the UK.
• Design structured CX testing across key journeys including AI-handled paths.
• Benchmark CX against best-in-class practices outside subscription businesses.

Skills

CX strategy

NPS program

Analytics

AI tools

Marketing automation

Project management

Communication

Ambiguity tolerance

Education

Degree in STEM or analytical field

Tools

Looker

Excel/Sheets

SQL

Job description

Raylo is seeking a Customer Experience Lead to own the Wow CX standard and oversee the end-to-end NPS programme. You will identify pain points from feedback, justify fixes with clear business cases, and govern CX communications at scale across channels.

You will shape global CX standards as Raylo expands beyond the UK, design structured CX testing, and bring best-in-class insights from across industries to improve customer journeys and outcomes.