Head of Customer Experience (CX) with UX Responsibilities

Full Job Description

Role: Head of Customer Experience (CX) with UX Responsibilities

Client: Financial services

Type of role: Permanent

Location: London - Hybrid

Salary: up to £200k total comp

Position Summary

Reporting to the Chief Product Officer, the Head of CX is a senior role tasked with leading the company's customer experience strategy, while also playing a crucial role in the user experience design process (UX). The ideal candidate will be a strategic thinker with extensive experience in SaaS, web UI technologies, and direct customer engagement throughout the product design lifecycle. Experience in the financial sector and familiarity with Product Led Growth (PLG) strategies will be highly valued.

Key Responsibilities

• Develop and execute a comprehensive CX strategy that includes significant UX design responsibilities, ensuring a seamless, engaging user interface and overall customer journey.
• Drive customer engagement at every level, actively involving customers in the design process from prototyping through delivery and post-go-live (GA) review, incorporating their feedback to enhance product usability and satisfaction.
• Oversee the UX design process, ensuring the delivery of intuitive, user-friendly product interfaces that align with customer needs and business objectives.
• Identify and analyze key customer touchpoints across the customer journey, implementing improvements to boost satisfaction, loyalty, and advocacy.
• Collaborate with product management, development, marketing, and sales teams to integrate CX and UX insights into product development and marketing strategies.
• Establish and monitor CX and UX KPIs, leveraging data to drive decisions and continuous improvement initiatives.
• Promote a culture of customer-centricity and design thinking, encouraging innovation and excellence across the organization.
• Lead, mentor, and develop a team focused on delivering exceptional CX and UX, fostering a collaborative and results-driven environment.

Required Qualifications

• A minimum of 10 years of experience in CX design and strategy, with substantial involvement in UX design processes for SaaS and web-based applications.
• Direct experience working with customers at all stages of the product design process, from initial prototyping to post-launch evaluation.
• Demonstrated success in driving customer engagement and satisfaction through innovative CX strategies and user-centric design.
• Experience in the financial sector and with PLG strategies is highly advantageous, offering insights into the specific market and growth opportunities.
• Exceptional leadership and team development skills, with a track record of building high-performing teams.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Excellent communication and collaboration skills, capable of working effectively with diverse teams and stakeholders.
• Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field.