[Hiring] Global Head of Customer Experience @CXM

Role Description

This is one of the broadest CX mandates in multi-asset brokerage: ownership of every client touchpoint across forex, crypto, prop trading, prediction markets, and education, with a direct line to the Group CEO and dozens of people behind you. The role exists to turn that scale into a structural advantage — building a single, coherent client experience where today there are fragmented journeys, and making that experience the reason clients choose us and stay.

Like most brokers, our client functions have grown in silos — onboarding, support, retention, and product experience each doing their own thing, with no shared logic and no single owner. That's the problem this role was created to fix.

The candidate who thrives here won't be managing a tidy function; they'll be the first person to own the full picture, with the seniority and remit to actually change it.

The competitive bet is specific: in a market where most multi-asset brokers compete on price and acquisition, we intend to win on retention and trust. This role is how we do that.

Specific Objectives

• Phase 1 — Diagnose (days 1–90)
  • The firm knows exactly where its client experience is broken.
  • Within 90 days, a rigorous, evidence-based assessment exists across all products and touchpoints — forex, crypto, prop trading, prediction markets, and education — with gaps, friction points, and churn drivers named by root cause.
  • This is the gate. Nothing in Phase 2 is possible without it.
  • The audit will require navigating entrenched team boundaries and producing findings that are acted on, not shelved.
• Phase 2 — Build (months 3–9)
  • Clients get support that's measurably better than the market.
  • Support performance across all business lines sits consistently in the top quartile vs. a regularly updated competitive benchmark.
  • The firm's highest-value clients stay and spend more.
  • A structured VIP programme is running — dedicated coverage, proactive engagement, retention workflows — with double-digit churn reduction in the VIP segment by month 12.
  • The function scales with the business, not against it.
  • Operating models, tooling, and governance exist that let the function grow with both client volume and new product lines without headcount growing proportionally.
  • Experience failures are caught and contained before they hurt the business.
  • Tiered CX SLOs are defined across all critical client journeys.
• Phase 3 — Commercialise (months 9–12)
  • CX is a quantifiable business driver, not a cost centre.
  • By month 12, there's a clear, evidenced link between CX improvements and business outcomes.
  • End-to-end analytics — predictive and prescriptive — turn client data into forward-looking decisions, not backward-looking reports.

Key Activities

• Run a structured CX audit.
• Map every client touchpoint across forex, crypto, prop trading, prediction markets, and education.
• Design the CX operating model.
• Run and improve support operations.
• Build the VIP client programme.
• Make CX operations scale.
• Deploy CX health monitoring.
• Align the organisation around CX outcomes.
• Measure and report CX as a commercial driver.

Key Competences

• CX architecture and operating model design.
• Data and analytics fluency.
• AI and automation literacy.
• Commercial acumen.
• Cross-functional influence.
• Leading large, distributed teams.

Likely Current Job

• Head of CX / VP Customer Experience at a retail broker or fintech.
• Chief Experience Officer at a mid-size regulated financial services firm.
• Head of Operations at a retail broker (transition hire).
• Senior CX leader at a high-growth payments or digital banking firm.
• Global Support / Service Delivery Director at a multi-product financial platform.

Employer Value Proposition

• The broadest CX canvas in multi-asset brokerage.
• Global scale as a design constraint.
• A direct line to commercial outcomes.
• Real strategic autonomy at Group CEO level.
• No playbook, no prior owner, and teams that didn't ask for a unified boss.

Compensation

• Competitive base salary plus performance-based bonus.
• Standard employee benefits apply.