Head of Customer Excellence (FTC)

Head of Customer Excellence (FTC) We usually respond within three days Who are Benifex? 💚💜 We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀 Why should you apply? 🌟 Take ownership of a high-profile, company-wide Voice of the Customer programme, influencing business decisions at the highest level. Partner closely with the Executive Team and senior stakeholders to shape customer experience strategy and drive meaningful change. Lead and evolve Benifex’s global NPS programme, turning customer insights into tangible business outcomes. Enjoy significant autonomy in a strategic leadership role where you can create and execute initiatives that directly impact customer loyalty, advocacy, and retention. Sunday Times Best Place to Work 2025 and Best Large Tech Company to Work for 2025 Work for a profitable, fast-growing market leader in the online reward and employee benefits space Sunday Times Best Place to Work 2025 and Best Large Tech Company to Work for 2025 Work for a profitable, fast-growing market leader in the online reward and benefits space **Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position** Great benefits: 💰 £77,500 - £95,000 🤸 Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland. 💸 Full access to our comprehensive benefits package, including discounts from hundreds of high street brands, salary sacrifice schemes across Finance, Health, Tech, and more ✈️ 25 days holiday plus your local bank holidays 🎂 Your birthday off ❤️ Two half day wellbeing days 🩺 Healthcare cash plan to cover the costs of day-to-day healthcare 🧠 Employee Assistance Plan 24/7 365 support 🤒 Income Protection (75%) and life assurance (4x salary) 💰 Referral bonuses 🌟 Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave ✈️ Work from Anywhere policy for 90 days 🏖️ Buy and Sell scheme for holidays 💳 £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month! Role Overview 🚀 Reporting to the Chief Customer Officer, the Head of Customer Excellence (FTC) will play a critical role in leading and enhancing Benifex’s customer experience strategy. This role is responsible for owning the global Net Promoter Score (NPS) programme and developing a scalable Customer Sponsorship Programme that strengthens customer advocacy and engagement. Acting as a champion of the customer voice, you will work across the organisation to influence decision-making, drive customer-centric change, and improve customer outcomes. This is an exciting opportunity to make a significant impact in a highly visible role while covering a 13-month maternity leave. Responsibilities 🤘 Own the global NPS strategy and programme, ensuring customer feedback is captured, analysed, and translated into meaningful business improvements. Lead closed-loop feedback processes, including detractor outreach and Get to Green initiatives, while driving cross-functional action plans. Build and scale Benifex's Customer Sponsorship Programme, creating opportunities for advocacy through references, events, case studies, and co-marketing activities. Act as the voice of the customer, influencing strategy, service delivery, product direction, and customer experience initiatives across the business. Deliver executive-level reporting and insights, partnering with senior leaders to improve customer loyalty, advocacy, retention, and satisfaction. What are we looking for? 🔎 Proven experience leading customer experience, Voice of the Customer, NPS, customer advocacy, or customer insight programmes within a complex organisation. Exceptional analytical and storytelling skills, with the ability to turn customer feedback and data into clear actions that drive business outcomes. Strong problem-solving capabilities, with a focus on understanding customer challenges and ensuring effective resolution and follow-through. Ability to influence and collaborate across a diverse range of stakeholders, including senior leaders and executive teams. An independent, customer-first mindset, combining strategic thinking with a hands-on, results-driven approach to execution. Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you. Our interview process ✌ Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible. 📞 Initial informal call with the Talent team ⏳ Interview with the hiring manager and a member of the team 🤩 Final interview with the Director We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer. We are a proud member of the Disability Confident employer scheme. If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application. Department Customer Success Locations London Remote status Hybrid