Head of Customer Experience & Growth

Remote Worker LTD.; United States; Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Hybrid working

Flexible holiday

Work from anywhere (4 weeks/year)

Vitality Health & Life Insurance

Pension scheme

Enhanced parental leave

Free Will & LPAs discounts

EV Salary Sacrifice Scheme

Job summary

Octopus Legacy is redefining estate planning with a high-touch, service-led approach. We are building a leadership team to own the end-to-end customer experience, from first enquiry to renewal, guiding teams with empathy, commercial rigor and scalable processes.

As Head of Customer, you will shape strategy, manage the Customer and Bookings teams, and drive metrics such as conversion, CSAT and retention at scale, while collaborating closely with Sales, Legal, Product and Operations to deliver an

Qualifications

• An experienced leader who has run customer-facing operations in a genuine service business, where relationships develop over time.
• Strong track record of managing managers, building high-performing teams and developing talent.

Responsibilities

• Own the customer strategy and roadmaps for acquisition, service and retention across wills and estate planning.
• Lead the Customer and Bookings teams and their managers to foster a customer-first culture while driving speed and growth.
• Be accountable for conversion, CSAT/NPS, retention and cost to serve with robust reporting for leadership.
• Collaborate with Operations and Product to streamline the customer journey and scale processes and tooling.
• Balance growth targets with compassionate approaches for grieving or vulnerable customers and coach teams accordingly.
• Partner across Sales, Legal, Marketing and Product to ensure a joined-up customer experience.
• Advocate for customers at the leadership table and translate feedback into strategic decisions.

Skills

Leadership

Customer-facing ops

People management

Data literacy

Commercial mindset

Customer obsession

Dashboard interpretation

Job description

Octopus Legacy is redefining estate planning with a high-touch, service-led approach. We are building a leadership team to own the end-to-end customer experience, from first enquiry to renewal, guiding teams with empathy, commercial rigor and scalable processes.

As Head of Customer, you will shape strategy, manage the Customer and Bookings teams, and drive metrics such as conversion, CSAT and retention at scale, while collaborating closely with Sales, Legal, Product and Operations to deliver an