VP, Customer Experience

TalentNeuron; London; On-site; GBP 200,000 - 210,000; Full time

Job summary

A leading analytics firm in London is seeking a VP of Customer Experience to enhance customer retention strategies and mentor teams. This role demands 10+ years of customer experience expertise and a proven track record in improving satisfaction metrics. Candidates should possess strong analytical and leadership skills, and an enthusiasm for driving customer-centric innovations. Join us to make a significant impact and shape the future together.

Qualifications

• 10+ years of experience in customer experience or related fields.
• At least 5 years in a senior leadership role.
• Proven track record of improving customer satisfaction and retention metrics.

Responsibilities

• Own post-sale customer retention commercial strategy.
• Develop and implement a customer experience strategy.
• Lead and mentor teams across multiple departments.

Skills

Customer experience expertise

Analytical skills

Leadership abilities

Communication skills

Education

Bachelor's degree

MBA or equivalent preferred

Tools

Zendesk

Salesforce

Qualtrics

Job description

About TalentNeuron

TalentNeuron is the world's leading provider of labor market analytics, delivering high-fidelity talent data on an unmatched global scale. TalentNeuron delivers actionable talent insight for every region of the world covering countries that collectively represent more than 90% of the world's GDP. Through deep investments in machine learning and artificial intelligence, our technology platform ingests and normalizes hundreds of millions of structured and unstructured data points each day, delivering critical talent insights in support of workforce planning, strategic skills analysis, location optimization, DEI tactics, and sourcing strategies for local, regional, and global talent. These insights can be delivered to clients via software as a service, data as a service, or fully custom research efforts from our team of expert data scientists and advisors.

Reporting to the Chief Revenue Officer, the VP of Customer Experience will lead the post-sale customer journey from contract signing through renewal and expansion. This commercially focused leader will have responsibility to coach, mentor and train functional leaders to identify white space, cadence and value driven customer engagement, create and measure against mutually agreed upon north stars, develop and deploy outcome driven success plans and accurately forecast renewal and growth metrics.

Our Core Values

• Humanity First: We lead with humanity. We foster empathy, kindness, respect, and inclusiveness in all contexts and support one another.
• Customers at the Core: We engage in meaningful and constant dialogue with clients to deeply understand and anticipate their needs, and consistently deliver exceptional value. We operate with integrity and do what’s right for our clients, no matter how difficult.
• Diverse Minds, One Team: We are curious and seek different perspectives and find common ground, but we act, succeed, fail, and celebrate as one. We openly collaborate, communicate, debate, and compromise across groups.
• Pioneering Innovation: We take risks, fail fast, and learn from our experiments. We champion change and evolution without fear and inspire a culture where innovation thrives.
• Resilient Perseverance: We think creatively and pragmatically to find solutions, remove barriers, and overcome obstacles. We are equally accountable for the results of the whole team and for our individual commitments, and we find a way to get things done by embracing a “yes we can” attitude.

What you will do:

• Own the post sale customer retention commercial strategy to retain and expand current customers.
• Develop and implement a company-wide customer experience strategy aligned with business goals.
• Lead and mentor teams across Account Management, Professional Services and Support
• Establish and maintain KPIs and metrics to measure gross and net retention, customer satisfaction, Utilizationand Net Promoter Score (NPS).
• Collaborate with Product, Product Marketing, Support and Revenue Operationsto ensure customer feedback informs decision-making.
• Champion a culture of data driven customer-centricity across all departments.
• Own the design and optimization of customer journeys across digital and physical channels.
• Drive innovation in customer engagement through technology, personalization, and proactive service.
• Present insights and strategic recommendations to executive leadership and the board.

What You Will Bring:

• A commercial mindset, focused on retaining and expanding TN customer base.
• A role up your sleeve's mentality with a bias toward action
• 10+ years of experience in customer experience, customer success, or related fields, with at least 5 years in a senior leadership role.
• Proven track record of improving customer satisfaction and retention metrics.
• Strong analytical skills and experience with CX tools and platforms (e.g., Zendesk, Salesforce, Qualtrics).
• Exceptional communication and leadership abilities.
• Experience in architecting and rebuilding customer experience organizations through value creation
• Bachelor's degree required; MBA or equivalent preferred.

£200,000 - £210,000 a year

If you’re a Customer Experience professional who’s ready to take on a challenging yet rewarding role, we encourage you to apply. At TalentNeuron, you’ll have the opportunity to work with top-tier professionals, manage diverse relationships, and make a significant impact. We believe in nurturing talent, fostering a collaborative environment, and recognizing the achievements of our team. Join us, exceed your sales goals, and be a part of our success story. Apply now and let’s shape the future of TalentNeuron together.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.