Customer Experience Lead

Salary: £60-£70k (depending on experience) + EMI share options.

Hours: Full-time, with flexible and/or part-time working arrangements available.

Location: Hybrid. We have an office in Farringdon/Clerkenwell. You can work from there every day if you like, or remote/hybrid. Whichever you choose, you will need to come to London at least once a month for team days.

About Koru Kids

At Koru Kids we have a triple mission: to support working parents during the hardest years of their life, to give children the best possible childhood to allow them to flourish as adults, and to create really great jobs for childcarers. We’re a marketplace, which means we have two customers: families and childcarers.

Our business is growing fast and we’ve delivered over 4.5m hours of childcare. We’re backed by strong investors and top-class VCs. Our culture is informal, hard-working and kind. The team is an A++ when it comes to talent and our “no dickheads” rule means we’re also a humble and supportive bunch. We’re really committed to working with integrity, doing the right thing and building a company we are truly proud of.

We take great care with who we hire and all team members are superbly talented and really nice. If you’re brilliant AND humble, you’ll fit right in.

What's it all about?

We’re really proud of the service we offer our customers but at the moment no one owns the customer experience once a family has found a nanny. Reporting directly to Nanny Service General Manager (GM), in this brand new role you’ll own the entire experience a family has once they’ve found and hired a nanny, and be the person who decides how it should work. The role won’t come with a ready made list of priorities; you’ll need to work those out.

Your job comes down to one thing: keep families with us for longer. We measure that in hours of childcare used over time. Whilst the team you build will offer 1-1 support to individual families, the real improvements will come from working out what causes families to leave in the first place, and fixing that. You’ll be instrumental in redefining how our service feels for our customers.

At Koru Kids we don’t charge a large upfront fee (like most traditional nanny agencies), instead we charge a service fee for every hour worked. This means we only make money if a match lasts, and therefore the experience a family has once they’ve hired a nanny is critical to our success. We wanted to align our interests with the families’ and nannies’ so that we all try our hardest to make the best matches possible and then support them to work together for a long time.

You’ll work with other teams to deliver improvements for customers, including Product Engineering, Product Finance and Customer Support. Building relationships and influencing across teams will be an important part of this role (but don’t worry, we’re all really nice and dedicated to providing our customers with the best possible service!)

Core responsibilities

Improving the post match experience (and reducing family churn)

You’ll own the post match proposition and continually be working to make it better, ultimately reducing family churn and increasing hours worked. Working closely with our General Manager, you’ll be responsible for setting the strategy and direction for this part of the business. You will be the expert in the business on the service we offer our matched families. Your day to day could include:

• Working out what signals might indicate problems in a match so we can intervene before it’s too late
• Shaping the bigger, more structural parts of the post match proposition (such as onboarding, communications, and pricing)
• Designing fixes ranging from quick wins to bigger structural changes (e.g. improving comms, designing nanny training, redesigning the match end process, changing our pricing structure)
• Mapping customer journeys and using data and insights to identify friction points (and then working out how to remove them)
• Working with the CRM team to design post match communications, ensuring they contribute positively to the customer experience
• Testing ideas quickly, but also having the confidence to make changes based on conviction where it would take too long to test
• Regularly speaking to customers – you need to be the expert on our customers at this stage of the journey
• Designing performance reporting, including leading and lagging indicators, that tell us how healthy matches are
• Working with other teams who interact with customers to improve the customer experience and deliver cross functional projects

Managing the success and retention team

You’ll build and lead the success and retention team, owning the day to day work of supporting families, including:

• Proactive outreach to families during a match (we currently do a six week check in with all families)
• Providing ad hoc support and resolving issues that come up during a match
• Handling match ends, and managing rematching for those families
• Establishing, reviewing and acting upon success and retention metrics

A typical day

9am – Company-wide standup to hear what’s happening across the business. You check your analytics dashboards to identify anything that’s off track.

9.30am – 1:1 with Sophie, our Customer Success Exec. You discuss her current projects and what she’s found in the six week family check in calls she’s done this week.

10.30am – Focus time! We’ve received a lot of feedback about nannies’ cooking skills recently. You realise this must be important for families so you want to spend some time thinking not just about how to improve it, but whether we can go above and beyond to make this a really core part of our proposition.

12pm – Weekly call with the product team to talk through the new post match App they are developing. You review designs for shift submission together and give them a few ideas to improve the user experience.

1pm – Lunch. You grab some food and go for a walk to get some fresh air

2pm – You’re drafting the first version of a proactive outreach process for families who haven’t logged a shift in two weeks. You write the copy yourself and then use the Claude tone of voice skill to give you some pointers on how to make it better.

3.30pm – You have a research call booked in with a family (you speak to families every week so you’re constantly hearing real life feedback). They have lots of feedback about our invoicing process – you listen and think about ways we could improve, noting to put some time in with the relevant team(s) to collaborate on ideas.

4.30pm – Weekly catch up with Mando, our Customer Support Manager, starting with a quick check in about her recent holiday! But you also find time to update her on your current focus and make sure your priorities are aligned.

5.30pm – You wrap up the day by asking Claude to check your meeting transcripts from the day and pull out any actions.

About you

You’re the kind of person that has a hunger to fix things; bad service drives you crazy and you find it hard to ignore something if it could be done better, even if it’s not strictly your responsibility. You don’t need to have worked in customer success before. We really want someone who has the right mindset, experience is a plus.

You’ll be great at this job if:

• You have proven experience delivering large and transformational change, with positive customer and business outcomes
• You never shy away from taking ownership of a problem
• You’re curious and don’t just accept the status quo; you want to figure out whether something needs to be done a certain way, or has just always been done that way!
• You love working with data and are comfortable in a spreadsheet, digging into numbers to find out what’s really going on
• You’re strategic and practical. You can think several steps ahead, but you’d rather build something and ship it than write a slide about it
• You’re just as happy on the phone as you are in a spreadsheet; you’ll need to speak to families from day one
• You can influence people who don’t report to you
• You’re comfortable with ambiguity and happy setting your own direction in a new role
• You’re excited to use AI tools to speed up your analysis and process design
• You’re comfortable with pace, changing priorities and leading others through change
• You’re able to lead a team (ideally you’ve done this before but it’s not a strict must have)

Bonus if you:

• Have worked in product, or in an operational role focused on making things better
• Have marketplace experience
• Have experience designing pricing structures

Benefits

• 25 days holiday plus bank holidays
• Workplace pension scheme
• Health and wellbeing benefits
• Cycle to work and electric car salary sacrifice schemes
• Deals and discounts with over 30,000 brands
• Regular team events and socials
• View our full range of benefits here

Process

• There is a short initial application form
• 15 minute initial conversation with Kellie (GM)
• Live task with the team
• Final stage [could both be same day or more likely, over a couple of days]
• Case study
• Walk through CV in detail with Kellie and another member of the team
• References

Diversity & Inclusion

• We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing. Details are here and for a TON more info about our company culture in general, check out our careers page.