Head of Customer Experience

Global Head of Customer Experience | Markets Technology

An electronic trading platform serving a number of global markets is looking for a senior leader to run its global customer experience function. The business works with some of the largest financial institutions in the world, and the quality of its client support has become a genuine competitive differentiator. That reputation needs protecting and building on, which is where this role comes in.

Reporting to the COO, you will have full ownership of a distributed, multi-timezone team that is growing alongside the business. The near-term priority is operational rigour, building Structured escalation management, clear SLAs, and a support function that runs consistently across geographies.

The medium-term opportunity is to shift the team from reactive to proactive, using better tooling, smarter workflows, and stronger data to get ahead of client issues rather than just resolving them.

This is a desk-based role. The expectation is that you are present and leading from the front from 7am Eastern, five days a week, during peak market hours.

What the role involves:

• Day-to-day leadership of a global team, including hiring, development, and succession planning as the headcount grows. (which it will).
• Design, deploy, and evolve the "CX Playbook," including standardized operating procedures and best practices.
• You will be the senior escalation point for high-impact incidents, own the incident reporting process, and set the communication standards for how critical issues are handled internally and externally.
• Driving large-scale transformation initiatives focusing on automation, AI-enabled workflows, and the elimination of manual friction.
• Cross-functional collaboration is a regular part of the job, working closely with Product, Sales, and Legal and acting as the CX representative at executive level.

What they are looking for:

• Deep experience in running and operating a support/CX group within a trading technology business, ideally globally.
• Proven track record of talent management, growing and coaching staff ranging from analyst to senior level.
• Deep knowledge of Fixed income, Equity derivatives, or Securities Finance would be a major differentiator but is in no way a absolute necessity.
• Executive level communication capable of dealing with senior Portfolio or Fund Managers, along with internal ExCo.
• FINRA Series 7 and 24 are required, with up to six months to obtain them if not already held. Some travel to Europe and Asia is expected.

This is an opportunity to be a strategic leadership hire for a business that is scaling in an impression fashion, organically. You will be a major part of this firms early culture build, and if all goes well, will be looked back on as one of the major leaders the defined the businesses trajectory.

These opportunities rarely come to the open market. Please apply if there is further interest, all applications and conversations are treated as confidential unless discussed.