Head Of Customer Experience

TL;DR

Head of Customer Experience (Fintech): Shaping the global customer service strategy and digital transformation roadmap with an accent on AI-driven automation, omnichannel integration, and operational excellence. Focus on leading a large-scale team of ~100 people to deliver data-driven, human-centered experiences that drive commercial growth and loyalty.

Location: Onsite in London, UK.

Company

hirify.global is a leading global financial services provider focused on delivering innovative, customer-centric trading and investment experiences.

What you will do

• Define and execute a comprehensive global customer service strategy aligned with business objectives and digital transformation.
• Build future-state operating models leveraging AI, automation, and advanced analytics to enhance scalability and personalization.
• Lead the integration of omnichannel capabilities across digital, chat, phone, and self-service channels.
• Partner with senior leadership to secure investment and alignment for large-scale service transformation initiatives.
• Ensure full compliance with FCA regulatory requirements and embed Consumer Duty principles across all service designs.
• Mentor and develop next-generation leaders while fostering a culture of excellence and customer obsession.

Requirements

• 10+ years of experience in customer service, operations, or success, with at least 5 years in senior leadership roles.
• Proven success leading enterprise-wide strategic programs that delivered measurable improvements in satisfaction and efficiency.
• Deep expertise in integrating AI, machine learning, and RPA into complex service operations.
• Strong commercial acumen with experience in revenue enablement, retention strategies, and ROI modeling.
• Bachelor's degree required; Master's, MBA, or relevant certifications (e.g., Six Sigma, Prosci) preferred.
• Exceptional communication and influencing skills, comfortable engaging with senior stakeholders.

Culture & Benefits

• Opportunity to lead a career-defining, large-scale service transformation in the financial services sector.
• Work within a global, innovative environment that values data-informed decision-making and customer obsession.
• Collaborate with cross-functional teams including Technology, Product, Marketing, and Commercial divisions.
• Focus on professional development and mentoring next-generation leadership talent.