Job Description

London

Key Responsibilities

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CX Process Optimisation

Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions

Cross-Functional Alignment

Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale Drive consistency across departments to support growth and enhance the customer experience

Analytics

Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance Provide insights that enable data-driven decisions and accountability Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations

Systems Management

Own the maintenance, optimisation, and innovation of SER Group's core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

Your Experience

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Proven track record at director level or equivalent leading CX operations in a software or SaaS company Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations Strong background in process optimisation and cross-functional collaboration at scale Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero) Demonstrated ability to partner with senior leaders to execute strategic CX initiatives International experience in software or SaaS environments preferred

Why join us

Make a direct impact on customer experience at a global software leader Lead and mentor a high-performing CX operations team Work in a collaborative, innovative, and growth-oriented environment Help shape the future of digital work for companies worldwide




We look forward to hearing from you!