Head of Customer Experience Marketing

Reports to: Chief Marketing Officer

Salary: £60,000 to £70,000 dependent on experience

Location: Remote

Closing Date: 7th February 2025

Overview

ProblemShared is looking for an experienced and passionate Head of Customer Experience. This is a new position within the marketing department and will play a pivotal role in defining, executing and optimising customer experience strategies across the organisation.

We are looking for a self-motivated individual who wants to work in a high-performance team at a scaling health technology company and have responsibility for driving our business growth from day one.

This position is responsible for ensuring that every customer interaction reflects the company's commitment to superior quality service and satisfaction. The successful candidate will be both strategic thinker and individual contributor. They will lead cross-functional initiatives and provide customer-centred, data-driven insights to senior leadership to drive continuous improvement, efficiency, brand and customer loyalty. This role reports into the Chief Marketing Officer.

Company Overview

ProblemShared is a key innovator in the rapidly expanding field of digital mind health.

We are a practitioner-led, CQC-regulated, digital mind health provider, working with a community of expert practitioners to broaden access to the highest quality care for people across the UK. By leveraging technology, we aim to provide scalable and personalised solutions that enhance mental well-being and bridge gaps in mental healthcare delivery.

We work in partnership with institutions such as the NHS, insurance companies and universities to deliver therapy, psychiatry, neurodevelopmental assessments and post diagnosis care for adults, children and young people.

At ProblemShared we don't just look at your CV. We're more passionate about who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working. We embrace difference and individuality and are proud to be equal opportunity employer.

Requirements/Key Responsibilities

Leadership and strategy:

1. Develop and lead the implementation of the overall customer experience strategy.
2. Set clear CX objectives and key results (OKRs) for the business.
3. Influence company-wide culture and practices to be customer-centric.

Customer Insights and Analytics:

1. Design and oversee the collection of customer feedback through multiple channels.
2. Utilise advanced analytics to derive insights from customer data and behaviour.
3. Create detailed reports and presentations for senior leadership, highlighting key trends and actionable insights.

Cross-functional Collaboration:

1. Work closely with product development, marketing, content, transformation and change, governance and complaints, sales and customer support teams to ensure a seamless customer journey.
2. Advocate for customer needs and perspectives in strategic planning and decision-making processes.
3. Lead cross-departmental projects to implement customer experience improvements.

Service Design and Improvement:

1. Develop and refine customer personas and journey maps.
2. Identify and prioritise pain points and opportunities for enhancement in the customer journey.
3. Implement innovative solutions and best practices to improve customer satisfaction and advocacy.

Performance Management:

1. Establish and monitor key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES).
2. Leverage customer experience tools such as CRM platforms, CX analytics software and automation tools to streamline processes.
3. Conduct regular performance reviews and provide feedback to the customer experience committee.
4. Implement corrective actions and continuous improvement initiatives based on performance data.

Team Development:

1. Mentor and develop junior marketing team members.
2. Foster a collaborative, high-performing team environment.
3. Identify training and development needs and provide opportunities for professional growth.

Customer Advocacy:

1. Act as the voice of the customer within the organisation.
2. Build and maintain strong relationships with key customers and stakeholders.
3. Work closely with Customer Services, Data insights and Complaints/Governance teams to make improvements to the customer journey.

Innovation and Best Practices:

1. Stay abreast of industry trends and emerging technologies in customer experience.
2. Introduce innovative approaches and tools to enhance the customer experience.
3. Benchmark company performance against industry standards and competitors.

Qualifications:

Education: Bachelor's degree in Business, Marketing, Communications or a related field. A Master's degree or MBA is preferred.

Experience: Minimum of 8+ years of experience in customer experience management or a related field, with at least 3 years in a senior role preferred.

Skills:

1. Exceptional leadership and team management skills.
2. Strong strategic thinking and problem-solving capabilities.
3. Excellent communication and interpersonal skills.
4. Proficiency in customer relationship management (CRM) software and analytics tools.
5. Demonstrated ability to drive customer-centric initiatives and improve customer satisfaction metrics.
6. Strong project management skills and ability to manage multiple priorities.
7. Experience with service design, journey mapping and customer personas.
8. Understanding of accessibility and neuroinclusive design.
9. Strategically creative outlook aligning product goals, business objectives and company values.
10. Strong organisational, multitasking, and interpersonal skills working alongside a diverse range of teams.
11. Finds joy in analysing and mapping user flows to gain insights for improvements and conducts hypothesis driven user research, validating design choices to provide maximum value.
12. Experience of leading and coaching more junior team members.

Benefits:

1. Salary £60-70K depending on experience.
2. Annual leave: 30 days (+ public holidays).
3. Flexible working with the option of in person meets.
4. Health and insurance plan.
5. Building something that matters, genuinely making a difference to people's lives and enabling them to get access to quality mental healthcare and neurodevelopmental assessments and post-diagnosis care.

No matter who you are, where you're from, who you love, follow in faith, disability status, ethnicity or the gender you identify with, you're welcome at ProblemShared. If you have any requests or requirements to support you throughout any part of the interview process or thereafter, please do let us know!