Head of Customer Experience, ProblemShared
£60-70k
Online therapy platform
Job no longer available
Online therapy platform
201-500 employees
Job no longer available
£60-70k
201-500 employees
Company mission
ProblemShared's mission is to continually evolve and advance the provision of mind health and neurodevelopmental care, treatment and support.
Role
Who you are
- 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
- Exceptional leadership and team management skills
- Strong strategic thinking and problem-solving capabilities
- Excellent communication and interpersonal skills
- Proficiency in customer relationship management (CRM) software and analytics tools
- Demonstrated ability to drive customer-centric initiatives and improve customer satisfaction metrics
- Strong project management skills and ability to manage multiple priorities
- Experience with service design, journey mapping and customer personas
- Understanding of accessibility and neuroinclusive design
- Strategically creative outlook aligning product goals, business objectives and company values
- Strong organisational, multitasking, and interpersonal skills working alongside a diverse range of teams
- 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
- Experience of leading and coaching more junior team members
What the job involves
- 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
- Develop and lead the implementation of the overall customer experience strategy
- Set clear CX objectives and key results (OKRs) for the business
- Influence company-wide culture and practices to be customer-centric
- Design and oversee the collection of customer feedback through multiple channels
- Utilise advanced analytics to derive insights from customer data and behaviour
- Create detailed reports and presentations for senior leadership, highlight key trends and actionable insights
- Work closely with product development, marketing, content, transformation and change, governance and complaints, sales and customer support teams to ensure a seamless customer journey
- Advocate for customer needs and perspectives in strategic planning and decision-making processes
- Lead cross-departmental projects to implement customer experience improvements
- Develop and refine customer personas and journey maps
- Identify and prioritise pain points and opportunities for enhancement in the customer journey
- Implement innovative solutions and best practices to improve customer satisfaction and advocacy
- 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)
- Leverage customer experience tools such as CRM platforms, CX analytics software and automation tools to streamline processes
- Conduct regular performance reviews and provide feedback to the customer experience committee
- Implement corrective actions and continuous improvement initiatives based on performance data
- Mentor and develop junior marketing team members
- Foster a collaborative, high-performing team environment
- Identify training and development needs and provide opportunities for professional growth
- Act as the voice of the customer within the organisation
- Build and maintain strong relationships with key customers and stakeholders
- Work closely with Customer Services, Data insights and Complaints/Governance teams to make improvements to the customer journey
- Stay abreast of industry trends and emerging technologies in customer experience
- Introduce innovative approaches and tools to enhance the customer experience
- Benchmark company performance against industry standards and competitors
- Experience of working in a regulated environment and/or health related sector
Application process
- Closing Date: 7th February 2025
Our take
ProblemShared is a new entrant in the field of digital mental health. The company has built an online community of high-quality mental health practitioners, available over a highly secure video consulting platform, to broaden access to mental health services in the UK. The company put emphasis on the quality of the care and is licensed by the Care Quality Commission, the national health regulatory body for England, Wales and Northern Ireland and by Health Improvement Scotland.
ProblemShared are growing rapidly with a very strong, clinically-led team of therapists, psychologists and psychiatrists. The company can diagnose and treat conditions ranging from mild depression and ASD through to complex PTSD.
The company's vision is not only to reach out and help individuals seeking help - ProblemShared also work with universities, therapy practices, and wider businesses to help broaden access to mental health services for their students, clients, and employees.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Hard working team
"I am able to work with a supportive and hard working team who strive to do the best for our clients whilst also looking out for one another; i am..."
Company benefits
- Salary: Competitive with participation in the company equity scheme
- 30 days annual leave plus bank holidays
- Private health insurance from day one for all employees using Vitality, this includes online GP services, London hospitals where required, access to the app and benefits and rewards through healthy living.
- Laptop, monitors and any other necessary work equipment provided
- Fully remote but options to work from serviced offices as and when required. We use a variety of serviced offices throughout the country that meet the needs of those who wish to use them.
Company values
- HUMAN-CENTRIC - Everything we do is focused on improving lives. We embrace the difference in each human being and in doing so, help them to thrive
- EXCELLENCE - We provide exceptional care. Full stop
- INNOVATIVE - …in the way we work, in our service delivery and in the technology that underpins what we do. Throughout our innovation journey, data will be used as a force for good, driving our efforts to provide personalised care
- COLLABORATIVE - We forge meaningful partnerships with like-minded organisations and people to deliver on our vision
- GENEROUS - We share our knowledge, time and resources with the ProblemShared community to create the building blocks for an empowering environment where everyone feels supported
- REFLECTIVE - In the spirit of continuous improvement we always strive to be better today than we were yesterday
Company HQ
Holborn, London, UK
Leadership
Nick Nabarro
(CEO)Previously worked in A&E and Acute Medical Units in hospitals, as well as training to be a GP in Scotland.
Tika Nabarro
(Head of Legal)Previously Lawyer at Allens Arthur Robinson for four years. Also founded Mimmelu in 2006.
Diversity, Equity & Inclusion at ProblemShared
- As a mind health company, it is our mission to help individuals by assessing and understanding their mind health needs, whether that be mental health therapy or special learning needs. This naturally attracts a number of applicants to roles within ProblemShared who themselves are Neurodivergent and we welcome those skills to help us grow our team and understand our clients better. Our policy is to recruit the best person for the job and that has provided us with a diverse and included workforce at ProblemShared.
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