Head of Customer Experience

TL;DR

Head of Customer Experience (Customer Success): Leading the global customer success transformation and shaping a world-class CX function with an accent on seamless customer journeys, proactive enablement, and commercial impact. Focus on leveraging AI and automation to drive loyalty, retention, and revenue growth.

Location: Remote (United Kingdom)

Company

hirify.global is a Learning and Development company dedicated to changing the world through the power of self-awareness.

What you will do

• Create and deliver the global Customer Experience strategy to drive loyalty and growth.
• Lead and develop a global team of CX Managers and Team Leaders across multiple regions.
• Drive the transition from reactive customer support to proactive customer enablement.
• Champion the Voice of the Customer (VoC) program to turn hirify.global into actionable business improvements.
• Partner with Sales, Marketing, Product, and Finance to ensure seamless end-to-end customer journeys.
• Integrate AI and automation to improve operational efficiency and commercial outcomes.

Requirements

• Proven experience leading Customer Experience, Customer Success, or Service functions at scale.
• Track record of leading large-scale transformation and driving organizational change.
• Strong commercial acumen with the ability to link customer outcomes to business performance.
• Expertise in customer journey design, Voice of Customer, and service excellence.
• Experience influencing stakeholders within complex, global matrix organizations.
• Must be based in the United Kingdom

Culture & Benefits

• Generous leave policy with 37 days of holidays.
• Comprehensive health coverage including Private Medical Insurance and BUPA Menopause Plan.
• Financial security via Pension Plan, Income Protection, and Life Assurance.
• Wellness perks such as Gym-flex and Health Cash Plan.
• Flexible working arrangements and a culture focused on inclusion and belonging.
• Additional benefits including Electric Car Scheme and employee discounts.