Head of Customer Experience

📈 Who We Are:We're rebuilding the energy transaction system, making it transparent and fair. tem exists to put power back in the hands of people. Today’s wholesale energy market is stacked in favour of the few. It's a product of an age of oil and gas, riddled with markups and middlemen. We’re changing that. Our product, RED™, built on a proprietary pricing engine that bypasses the wholesale market, enables businesses to buy the energy produced by renewable generators directly. That's 100% transparent transactions, ensuring affordable bills and fair compensation, to give every business ownership and control over where their energy comes from. Since launching in 2021, we’ve saved UK businesses and generators over £20 million, powering a growing network of forward-thinking companies, from Pizza Pilgrims to Silverstone. Backed by top-tier VCs such as Atomico and Albion, we’re creating a new category in energy - one that’s local, decentralised, and built on trust. 🏅 The Role We’re hiring a Head of Customer Experience. Your job is to enable the team to super-serve customers by creating the conditions for great work to happen. You’ll own Customer Experience as an operating system, making energy feel transparent, effortless and human. You’ll connect automation with empathy across the full journey from pre-sales insight to renewal. You’ll design clean handoffs into CX, remove friction, and give the team the clarity and context to deliver great care with confidence. At tem, People Leaders are coaches, not captains. You’ll raise the bar through talent, cadence and systems that improve decision quality and throughput, rather than relying on individual heroics. You’ll work in lockstep with the relevant domain Expert. The Expert owns domain strategy and trade-offs. You translate that into CX priorities, execution rhythm, and team capability. The goal is to scale capability, not headcount, as CX evolves with automation and data. We’re a small team, partnering closely with Sales, Ops, Product and Data, and you’ll report into the Chief Growth Officer. What This Role Isn’t

• A traditional ‘head of’ strategy role
• An owner of the vision or domain strategy
• A static role

🚀 Responsibilities

• Grow and lead the CX function by setting clear priorities, operating cadence, and quality standards so the team delivers consistently as tem scales.
• Hire, develop, and performance-coach exceptional CX talent, building a high-performing team with clear expectations and progression.
• Own the CX operating cadence and cross-team interfaces (not the domain strategy) so the lead to renewal journey runs predictably: clear ownership, handoffs, escalation paths, and feedback loops that the team uses day to day.
• Set up and run the signal-to-action machine (not the fixes themselves): how feedback is captured, synthesised, prioritised, assigned to the right owners in Product, Data, and Ops, and closed looped back to CX so learning compounds.
• Work in lockstep with the relevant domain Expert. The Expert owns domain strategy and trade-offs. You translate domain priorities into CX priorities, resourcing, and execution rhythm without being the primary vision owner.
• Make progress visible through lightweight metrics, documentation and recurring review loops that compound learning.

A successful People Leader will:

• Build and sustain a highly engaged team with consistently strong eNPS
• Allocate resources effectively across engines in response to business needs
• Drive high throughput and strong performance from their direct team
• Focus on coaching and developing Engine Owners rather than directing or controlling
• Operate with a horizontal mindset, balancing company-wide priorities with their own area

🥇 Success measures

• Highly engaged team members, evidenced by strong eNPS and qualitative feedback
• Effective deployment of resources across engines based on company priorities
• High throughput from the direct team without sacrificing quality
• Coaching-led management that empowers owners instead of controlling them
• Horizontal thinking that optimises for company-wide outcomes, not just CX

🎯 Requirements Must haves

• Proven experience leading Customer Experience, Customer Success or Operations in a fast-growing environment.
• Strong people leadership: hiring, performance coaching, and building a high bar for quality and pace.
• Ability to build operating systems that make great customer work repeatable - clear cadence, roles, handoffs, and feedback loops.
• Strong stakeholder management and influence across Sales, Product, Ops, Data, and domain Experts.
• Analytical and practical: turns customer signal into prioritised, owned work and drives visible progress through the team.
• Commercial judgement: connects customer experience to retention, renewal, and long-term value.

Bonus points

• Experience in regulated, complex, or high-stakes service environments.
• Background in service design, operations, or CX automation.
• Experience working with data, tooling, or AI-enabled support systems.
• Track record improving end-to-end customer journeys across multiple touchpoints.

✨ Benefits and Perks

• Salary aligned to internal benchmarks and reviewed twice a year.
• Stock options so everyone has ownership in our mission.
• 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
• Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
• Home working and wellbeing budgets:

• Up to £1,200 or €1,200 per year for your remote setup.
• Up to £150 or €150 per month for wellbeing.

🗣️ Interview Process We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know.

• Intro call with Talent, 30 minutes.
• Hiring Manager interview, 60 minutes.
• Skills interview with CX and cross-functional leaders, 60 to 90 minutes, including a practical exercise.
• Culture Add interview with leadership stakeholders, 45 minutes.

We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.