Job Description

Job Title:

Customer Experience Lead

Department:

Customer Experience

Basis:

Full-time, permanent

Location:

Canary Wharf, London - WeWork (Hybrid Remote)

Reporting to:

Head of Commercial & Strategy

About Onetrace

Great products start with great people.

Our relentless focus on user experience has been the cornerstone of our growth, helping us become the market leading software for fire protection subcontractors across the UK.



We've grown by staying obsessed with building software that actually works for the subcontractors on the ground; fast, intuitive, and simple to use.



We're now gearing up for our next chapter: expanding into new trades and taking Onetrace global. We're bootstrapped, profitable, and driven by a clear mission - to lead the digital transformation for subcontractors, one trade at a time.



Come be part of a team that's smart, ambitious, and comfortable in the chaos of growth - where your ideas matter, and your work shapes what comes next.



Want to learn more about our journey? Check out our LinkedIn page.

About the role

We're looking for a Customer Experience Lead to join the team at Onetrace. You will be responsible for championing an exceptional, customer-obsessed culture across both our Customer Success, Onboarding & Training and Product Support teams. You will drive initiatives that have a positive impact on our customers, continually refine our service processes, and foster a growth-oriented team. You will also play a critical role in ensuring our customer interactions are consistent, scalable, and seamlessly integrated across the business.


As Onetrace grows, you'll also take the lead in building and scaling the Customer Experience function, building best practices and growing a high-performing team focused on delivering best in class customer experience.

What you'll do

Customer Obsessed

Champion a customer-obsessed culture, ensuring every interaction is tailored to deliver an outstanding experience Proactively identify areas for improvement across customer journeys, processes, and touch points to drive higher satisfaction and loyalty Continuously gather customer feedback and insights, using data to inform and evolve service strategies Act as the voice of the customer internally, championing customer needs and collaborating with Product, Sales, and other teams to continuously improve the overall offering You'll take a proactive approach to identifying risk and preventing churn - spotting early signs, understanding root causes, and implementing timely solutions to keep customers engaged with the product

Managing & Coaching

Lead, manage, and develop the team, ensuring alignment towards delivering a seamless and exceptional customer experience across the entire lifecycle Create and manage structured training and development plans to elevate team capability and service standards Stay informed on best practices and emerging trends in customer experience to keep the team ahead of the curve Ensure new team members can quickly learn and adopt processes through clear, accessible documentation and training materials

Targets & Reporting

Set clear, ambitious customer service targets (e.g., CSAT, NPS, response times) and inspire the team to achieve and exceed them Set performance standards and KPIs across both functions (e.g., time-to-resolution, CSAT, NPS, retention rates) and ensure consistent achievement and improvement Monitor performance metrics and provide regular feedback, recognition, and support to drive individual and team success

Scoping & Strategy

Design and document scalable, repeatable onboarding playbooks, workflows, and best practices to enable consistent delivery at scale Maintain and optimise customer health scoring models to proactively identify and address churn risks, and develop targeted strategies to improve retention and increase customer lifetime value (LTV)

Cross Team Collaboration

Collaborate cross-functionally with other teams (e.g., Product, Sales, Marketing) to ensure a seamless, customer-centric approach across the business

What we're looking for

Essential

Proven experience in a senior CX role, with expertise in scaling and managing high-performing teams in a high growth B2B SaaS environment You've dealt with complex customer challenges and have the experience to handle customer escalations promptly and effectively Experienced in hiring and retaining top-tier customer facing team members by fostering a high-performance culture Proactive problem solver with a data driven approach to performance improvements Strategic thinker and can confidently balance big picture goals with hands-on execution Enthusiastic about supporting, mentoring, and upskilling team members Exceptional communicator with a collaborative leadership style in a fast paced, fluid environment Proactive problem solver with a data driven approach to performance improvements

Desirable

Experience in hiring and managing internationally Experience scaling CX operations from early stage start-up to growth-stage

What we offer

Benefits

+ NEST pension scheme
+ Season ticket loan scheme
+ Employee assistance programme
+ Private medical insurance with Bupa
+ 25 days PTO, plus bank holidays

Ways of Working

+ WeWork membership
+ Dog-friendly office
+ Hybrid working options
+ Remote work abroad opportunities

Equipment

+ We'll set you up with an Apple MacBook and all the necessary software
+ Standing desk (when based in the office)
+ Tech accessories and Onetrace merch

Socials

+ Regular team socials and company events

Your Growth

+ Joining our agile team means you'll gain hands-on experience, working closely with talented colleagues, and develop your skills in a supportive environment focused on growth

Diversity

Onetrace is committed to diversity in the workplace and proud to be an equal opportunity employer. If you require a reasonable adjustment, please contact us. All information will be kept confidential and will only be used for applying a reasonable adjustment.


For an informal discussion about the role, please contact ann.clark@onetrace.app.



Please note that our office is a dog-friendly environment. Candidates should be aware that dogs are present in the workplace, which may include shared spaces. If you have allergies or concerns, please let us know in advance.