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

1. Introductory call with our Talent team

2. Gamified cognitive assessment

3. 2 competency interviews focused on CX and leadership experience

4. Senior leadership interviews assessing culture, values and strategic thinking