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.