Head of Customer Experience
About InvestEngine
InvestEngine is everything the modern investor should need. Unbeatable value, market-leading automation, and built for easy, long-term investing. We’ve built a strong foundation, have over £2.5 billion invested, award-winning service, and a passionate team, now we’re ready to scale.
About the Role
This role enables InvestEngine to scale customer experience through better systems, stronger leadership and smarter use of technology.
Success in this role will reduce operational risk, improve customer trust and ensure a consistently high-quality experience as we grow.
We are looking for a Head of Customer Experience to lead the transformation of our CX function.
This role exists to evolve CX from a reactive support operation into a high-performing, data-driven and AI-assisted function that delivers fast, accurate and trusted outcomes at scale.
You will define what great customer experience looks like at InvestEngine and raise the standard across the team, the product and the wider business.
This is not a passive leadership role. You are accountable for how CX performs, how it scales, and how it improves.
What You’ll Do
CX strategy and transformation
Define and execute a clear vision for customer experience at InvestEngine
Build a scalable, AI-assisted CX model that improves speed, accuracy and efficiency
Continuously raise the standard of customer experience across all interactions
Team leadership and performance
Build, develop and lead a high-performing CX team
Set clear expectations around ownership, quality and decision-making
Raise performance standards through coaching, structure and accountability
Operational excellence
Own CX performance across response times, CSAT, SLAs and quality
Improve consistency, accuracy and speed of responses
Maintain strong control over complaints, escalations and operational risk
Automation, tooling and leverage
Drive adoption of AI-assisted support, automation and workflow improvements
Challenge manual processes, duplication and inefficiencies
Use technology to improve quality and reduce cost per contact while maintaining a human touch
Customer insight and product feedback
Turn customer interactions into structured insight
Work with Product, Design and Compliance to remove root causes of issues
Ensure CX is a consistent input into product and business decisions
Process design and standardisation
Redesign and standardise core CX journeys end to end
Ensure processes are clear, scalable and aligned with regulatory expectations
Build the foundation for automation, consistency and error reduction
What We’re Looking For
Experience building or transforming a CX or support function in a high-growth, direct-to-consumer tech business
Strong data mindset with experience using metrics to drive performance
Hands-on experience with automation, AI-assisted support and tools such as Zendesk
Proven ability to build high-performing teams and raise standards
Comfortable driving change in fast-paced, evolving environments
Ability to influence Product, Engineering and Compliance through data and clear thinking
Nice to Have
Interest in investing and understanding of digital platforms
Experience in regulated environments is a strong advantage
How We Work
We’re a lean, fast-moving team that values clarity, ownership, and transparency.
You won’t just be executing tickets: you’ll shape systems, improve processes, and influence product direction. We expect autonomy, but we also support each other. No bureaucracy, no drama, just respectful collaboration and meaningful work.
What We Offer
Impact from day one
You’ll take on meaningful work from the start, tackling real challenges that drive the stability, efficiency, and growth of our business.
Room to grow
As we scale, you’ll have opportunities to expand your responsibilities, influence how we work, and help shape our long-term direction.
Transparent and open culture
We share decisions openly, keep communication channels clear, and encourage collaboration across every part of the business.
Supportive, high-calibre team
Work alongside talented professionals who are experts in their fields — smart, driven, and generous with their knowledge.
Remote first and flexible
Work in the way that best suits you. We focus on results, not rigid hours, and trust you to manage your time effectively.
Our Hiring Process
Introductory call with our Talent team
Gamified cognitive assessment
2 competency interviews focused on CX and leadership experience
Senior leadership interviews assessing culture, values and strategic thinking
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