Job Title: Head of Customer Experience
Salary: £55,000 – £65,000 per annum depending on experience
Contract: Full-Time
Location: Warwick, UK, hybrid 1-2 days in office
About the Role:
Nicholas Associates has an excellent opportunity for a Head of Customer Experience, to join an innovative & award-winning tech client.
We’re looking for a strategic and customer-focused leader to join our client's management team. This new role will take ownership of the full customer journey – from onboarding and support, to training and long-term success – helping to improve how customers learn, adapt, and get real value from our client's product.
You’ll lead the Customer Service Manager and Product Training Manager, supporting both pre and post-sale experiences. Your goal is to build scalable processes, develop the customer education approach, and ensure that customer insights are driving continuous improvement across the business.
This is a hands-on leadership role with influence across product, engineering, marketing, and commercial – and a great fit for someone who enjoys working cross-functionally to solve customer problems and scale customer impact.
Key Responsibilities:
Team Leadership
- Lead and support the Customer Service and Product Training Manager, who is responsible for; 2 Team Leaders, 5 Customer Support Specialists, who work a number of shifts to cover our global Customer base and 2 Pre-Sales Consultants.
- Foster a strong team culture with clear goals, collaboration, and accountability
- Champion professional development and operational excellence
- Ensure world-class customer support by enabling the team with tools and training to improve response workflows and to maximise service effectiveness.
Customer Journey & Enablement
- Optimise the customer journey, reducing friction across product onboarding, training, and post-sale support
- Oversee the creation and development of educational resources (video tutorials, user manuals, online and in-person training) that empower users to get the most from our client's product
- Prioritise content development for all user levels (beginner to advanced), ensuring alignment with customer needs and use cases.
Customer Voice & Insights
- Use customer feedback (e.g. NPS survey feedback, support tickets, product reviews and call recordings) to identify pain points and opportunities to improve training content, onboarding sequences and customer satisfaction
- Represent the customer across internal teams (Product, Marketing & Video Production) by sharing their feedback to help shape product development decisions and marketing strategy.
Continuous Improvement & Strategic Impact
- Identify and address recurring customer issues through long-term and scalable solutions
- Collaborate cross-functionally to drive process improvements that enhance customer outcomes.
Metrics & Reporting
- Own NPS strategy and reporting, leveraging data to inform priorities, measure success and to demonstrate impact
- Monitor CSAT survey responses and resolution time metrics
- Use data to inform priorities and track the success of CX initiatives.
What we are looking for:
- Experience leading customer experience, customer success, or operations teams in a technology or product-led environment
- Strong team leadership and stakeholder management skills
- Customer-first mindset with a bias for action and improvement
- Analytical and data-informed approach to decision-making
- Experience working cross-functionally with product, engineering, and marketing
- Bonus: exposure to Agile, Lean, or continuous improvement methodologies.
Why Join Us?
- Work in a fast-growing, innovative tech company making a global impact
- Hybrid working arrangements (2 days/week in our Warwick office)
- Close collaboration with senior leadership
- Comprehensive benefits package including:
- 25 days annual holiday + 8 public bank holidays
- Pension plan
- Health insurance
- Healthcare cash plan
- 24/7 Employee Assistance Programme (EAP)
- Company share scheme
- Discount schemes
- Free on-site car parking
- Monthly team lunches
- A supportive and collaborative culture with opportunities to develop and grow.