Head of Customer

We’re Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission.

We’re on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.

But we can’t do it alone, and that’s why we’re assembling a team of top performers to build with us.

Ready to be part of something big?

Our Customer and Bookings teams sit at the heart of the estate planning business unit, guiding people through some of the biggest, most emotionally loaded decisions of their lives, often at life’s toughest moments. As we scale, we need a leader who can turn that frontline into a genuine competitive advantage: fast, warm, commercially sharp, and built to grow.

As Head of Customer, you'll own the end-to-end customer experience across the estate planning business unit, from first enquiry and booking, through advice and delivery, to renewal and referral. You'll lead our Customer and Bookings teams directly, set the strategy for how we serve and convert customers at scale, and be accountable for the metrics that sit at the intersection of customer experience and the P&L: conversion, satisfaction, retention, and cost to serve.

Estate planning is an ongoing, deeply human service, customers need guiding, reassuring and following up with over weeks and months, often at one of the hardest points in their lives. We need someone who's built and run that kind of relationship-driven service function before, and who knows how to combine that with commercial rigour 'll manage people and managers, partner closely with Sales, Legal, Product and Operations, and report into the General Manager.

You'll be given real autonomy to shape how this function works, and real accountability for the numbers it moves.

• Own the customer strategy: set the vision and roadmap for how we acquire, serve and retain customers across wills, probate and the wider estate planning journey, balancing warmth and trust with commercial rigour.
• Lead the frontline teams: manage and develop the Customer and Bookings teams and their managers, building a culture that puts customers first and where people going above and beyond is normal, all without losing sight of speed, efficiency and growth.
• Drive the metrics that matter: be accountable for conversion, response times, satisfaction (CSAT/NPS), retention and cost to serve, and for building the reporting that makes performance visible to leadership.
• Redesign for scale: work with Operations and Product to remove friction from the customer journey, streamline handoffs between teams, and build processes and tooling that hold up as volumes grow.
• Bridge commercial and human: make the trade-offs between growth targets and doing right by grieving or vulnerable customers, and coach your team to do the same, every day.
• Partner across the business: work closely with Sales, Legal, Marketing and Product to make sure the customer experience is consistent and joined-up from first contact through to delivery and beyond.
• Champion the customer at the top table: represent the voice of the customer in leadership conversations, and make sure decisions elsewhere in the business account for the impact on the people we serve.

• An experienced leader who has run customer-facing operations in a genuine
  service business
  , one where the customer relationship unfolds over time, not a self-serve or SaaS product where the job is done once someone's onboarded. Think professional services, healthcare, financial advice, legal services, or similar high-touch…