Head of Customer Experience

The Company

Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone.

Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one.

Death can come between us, leave mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen. 

The Role

We are looking for an experienced Head of Customer Experience to lead our efforts in creating a seamless and supportive journey for our customers. Reporting into the CEO and Founder, Sam Grice, you will be responsible for designing and implementing strategies that improve customer satisfaction, enhance our reputation with customers, streamline the customer journey, and ensure our solutions meet the unique needs of families dealing with end-of-life matters. The ideal candidate will have a deep understanding of the customer lifecycle, with a particular focus on wills, trusts, and probate.

This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact!

Key Responsibilities

• Lead efforts to gather customer insights through research, feedback, and data analysis. Develop comprehensive customer journey maps that identify key touchpoints and pain points throughout the user flow.
• Lead the development and implementation of strategic plans to enhance the end-to-end customer journey, encompassing brand vision and values, customer sentiment analysis, journey mapping, and experience flow. 
• Establish key metrics to monitor customer satisfaction, determine measurement methods, and identify opportunities for continuous improvement.
• Collaborate with cross-functional teams, specifically Product, Tech and Operations, to ensure customer-centricity is embedded across the organization.
• Work closely with product, marketing, legal, and operations teams to ensure a cohesive customer experience. Provide insights and recommendations for product improvements based on customer feedback and market trends.
• Oversee customer journeys, communication channels, ensuring timely, clear, and compassionate responses to customer inquiries. Develop communication strategies that align with the emotional context of end-of-life planning and estate management.
• Establish quality assurance processes to monitor and maintain high standards of customer service. Implement feedback loops to continually improve customer interactions.

Who Are You?

You want to work at a startup and you’ll thrive in a fast paced environment. You have a personal growth mentality, with a hunger to learn. Autonomy doesn't scare you, and being self-sufficient and happy to come up with solutions to problems on your own is attractive to you.

• Minimum 5+ years of experience in a CX role or a Product leadership role, with a track record of developing and executing CX strategies.
• Experience in startup / scale up environment (preferred).
• Ability to think strategically and align CX initiatives with organizational goals, driving a customer-centric approach.
• Strong analytical and process efficiency skills.
• Experience leveraging data and metrics for decision-making and continuous CX improvement.
• High level of EQ.
• Excellent communication and collaboration skills, with the ability to effectively influence and align cross-functional teams.
• Deep commitment and advocacy to the customer satisfaction, with a keen understanding of customer needs and expectations, driving customer-centric practices throughout the organization.

Benefits:

• Flexible working: 3 days in the office (London, Holborn) 
• Work from anywhere in the world for up to 4 weeks per year.
• An extra holiday day for your birthday
• Life insurance, Health insurance, Will & LPAs
• Enhanced parental leave
• Octopus share incentive scheme 
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
• Octopus Giving: we match any charitable fundraising that you do up to £500. 
• Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.

We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.