Customer Experience Team Lead

Thriva is a Series A-backed health tech company empowering people to take control of their health with trusted tools, actionable advice, and strong support. With £10m raised from investors including Target Global and Guinness Asset Management, we’re expanding B2C and B2B offerings and seeking an experienced CX leader to drive satisfaction, retention, and reputation.

Job Summary

The Customer Experience (CX) Team Lead will lead and optimise customer and partner journeys, ensuring seamless, consistent experiences across all touchpoints. Combining strategic oversight, operational management, and team leadership, this role acts as the voice of the customer, driving improvements and embedding customer-centric practices across the organisation.

Key Responsibilities

Customer Experience & Service Delivery

• Collaborate with customer-facing teams to review, refine, and design end-to-end customer journeys.
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• Ensure the CX Team delivers exceptional customer service by responding to queries via phone, instant message, intercom, and email, meeting departmental targets.
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• Promote a seamless and consistent customer experience that fosters long-term value across all touchpoints.
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• Build and maintain strong B2B and B2C customer relationships, ensuring every interaction demonstrates value and develops rapport.
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• Ensure all customer interactions uphold high standards of satisfaction, efficiency, and quality.
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• Manage and resolve escalated complaints, coaching team members on handling complex issues.

Operational Excellence & Incident Management

• Oversee and manage resolution of operational incidents affecting customers.
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• Identify opportunities to improve processes and implement solutions that enhance efficiency and customer satisfaction.
• Analyse and apply customer and partner feedback to inform continuous improvements to journeys, services, and propositions.

Team Leadership & Development

• Train and onboard new hires, ensuring a comprehensive and smooth introduction to systems, processes, and service standards.
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• Provide ongoing coaching and support to team members to maintain high-quality customer interactions.

Partnerships & Cross-Functional Collaboration

• Support B2B partner implementations by advising stakeholders on CX solutions and capabilities.
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• Lead the development and management of CX service propositions for existing and prospective B2B partner accounts.
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• Represent the voice of the customer in cross-functional projects, ensuring customer needs are central to decision-making.
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• Facilitate the integration of CX solutions into partner processes, ensuring seamless adoption and ongoing optimisation.
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• Maintain clear communication with internal teams and external stakeholders to drive collaboration and consistency across all CX initiatives.

Performance Monitoring & Reporting

• Monitor and report on key performance indicators (KPIs) to track progress, measure impact, and identify areas for improvement.

About you

You are entrepreneurial, agile and comfortable working in a start-up environment and energised by working in a fast-paced environment characterised by constant change.

Skills & Experience

• Proven experience in customer experience (CX) or customer service management, ideally within B2B and B2C contexts.
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• Strong understanding of end-to-end customer journeys and the ability to design and optimise them for efficiency and satisfaction.
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• Experience in managing escalations and resolving complex customer issues while maintaining high-quality service standards.
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• Ability to analyse customer and operational data to identify trends, opportunities, and areas for improvement.
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• Demonstrated success in leading, training, and developing teams, fostering a high-performance, customer-focused culture.
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• Strong stakeholder, communication, and interpersonal skills, with experience collaborating across teams and building rapport with customers and partners.
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• Proficiency in CRM and CX platforms, ticketing systems, and standard office software.
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• Strong problem-solving skills with the ability to implement practical solutions that improve customer satisfaction and operational efficiency.
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• Experience representing the customer’s voice in cross-functional projects and influencing decision-making.
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• Highly organised, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

How we work:

Thriva mainly works remotely, with in-person office days twice a week and for townhalls, team-building events, customer meetings, or training sessions. We are committed to diversity and inclusive hiring, welcoming applicants from all backgrounds. We value the time and effort you put into your application and look forward to reviewing it.