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About the Role
As Head of Customer, you will own the end-to-end customer experience across the estate planning business unit, guiding people through significant life decisions. You will lead Customer and Bookings teams, set strategy for customer service and conversion at scale, and be accountable for key performance metrics.
Responsibilities
- Own the customer strategy: set the vision and roadmap for customer acquisition, service, and retention across wills, probate, and estate planning.
- Lead the frontline teams: manage and develop Customer and Bookings teams and their managers, fostering a customer-first culture.
- Drive the metrics that matter: be accountable for conversion, response times, satisfaction, retention, and cost to serve.
- Redesign for scale: work with Operations and Product to streamline the customer journey and build scalable processes and tooling.
- Bridge commercial and human: balance growth targets with customer well-being and coach the team to do the same.
- Partner across the business: collaborate with Sales, Legal, Marketing, and Product to ensure a consistent customer experience.
- Champion the customer at the top table: represent the customer's voice in leadership discussions and ensure decisions consider customer impact.
Requirements
- Experience leading customer-facing operations in a service business where the customer relationship unfolds over time.
- Proven track record of taking a small customer function and building it into a senior, structured, and reliable operation.
- Strong experience managing managers, building high-performing teams, and developing talent.
- Commercial fluency: understanding the connection between customer experience metrics, conversion, retention, and the P&L.
- Customer-obsessed mindset, instinctively considering problems from the customer's perspective.
- Comfortable with data analysis and interpretation.
- Experience operating in a sensitive, high-trust category, understanding the importance of communication.
- Ability to remain calm under pressure and comfortable with ambiguity.
- Willingness to build processes and structure where none exist and adapt as the business learns.
- Values-led leadership with a commitment to doing right by people during difficult times.
- Commitment to learning and growth is valued.
Skills
- Customer experience management
- Team leadership
- Strategic planning
- Performance metrics management
- Process improvement
- Cross-functional collaboration
- Commercial acumen
- Data analysis
- Communication
- Change management
Location
- London Bridge
Work Type
- Hybrid working
- Work from anywhere in the world for up to 4 weeks per year
Experience Level
- Experienced leader
Benefits
- Octopus share incentive scheme
- Hybrid working
- Flexible holiday + extra day off for your Birthday
- Work from anywhere in the world for up to 4 weeks per year
- Vitality Health & Life Insurance
- Pension scheme
- Enhanced parental leave
- Free Will & LPAs + discounts on other Octopus services
- Cycle to Work Scheme
- Electric Vehicle (EV) Salary Sacrifice Scheme
- Octopus Giving: charitable fundraising matching up to £500
- Octopus Springboard: entrepreneurship support
- Dog friendly office
- Breakfast every day
- Snacks
- Wellness activities
About the Company
- Octopus Legacy is a fast-growing tech company and part of a major UK group, aiming to transform the estate planning industry.
- The company's mission is to help customers prepare for and find support after death, making the experience easier for those left behind.
- Octopus Legacy has helped over 700,000 people plan for death and find support after a loss, becoming the second-largest estate planner in the UK.
- The company aims to humanize the process of planning for death, encouraging customers to leave personal legacies beyond just financial assets.
Equal Opportunity
- Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.