Customer Experience Lead (remote)
OUR MISSION
At Simply Wall St, we help people become confident, long-term investors. The stock market offers an exceptional opportunity for building wealth, but it’s easy to fail. While many chase quick wins, we believe in thinking long-term and investing like a business shareholder. Our product gives individual investors the capabilities to build a portfolio, previously only available to professionals.
WHY JOIN?
Help us empower individuals by giving them a new way to invest in stocks;
Work at a profitable, global, B2C SaaS startup;
Operating at scale with 6.5 million users across 180 countries;
Small team and flexible working environment;
Work with a product customers love: 4.5* Trustpilot Reviews;
Strong employee retention with 70% of the team with us for >2 years.
Simply Wall St is looking for a Customer Experience Lead to revolutionise our end-to-end journey across both our established B2C base and our rapidly emerging B2B segments.
This isn't just a maintenance role. This is a transformational opportunity to bridge the gap between operational support excellence and the strategic build-out of a modern Customer Success function. You will modernise our tooling with AI, partner with our support team in Philippines led and managed by our Support Manager, to uplift performance, and design the onboarding, engagement and retention frameworks that define our long-term growth.
This role is ideal for someone who is equally comfortable getting into the details of support operations as they are building strategy, influencing stakeholders, and engaging directly with customers, from individual investors through to senior B2B clients.
About the Role
As the Customer Experience Lead, your role covers the following:
Lead & Evolve: Own the CX strategy for individual investors and senior B2B clients alike.
Modernise Operations: Partner with our Support Manager in the Philippines to introduce AI-driven automation, optimise workflows, and shift the team toward high-value interactions.
Build the Blueprint: Lay the foundations for a scalable B2B Customer Success capability, focusing on retention, engagement, and value realisation.
Drive Activation: Design structured 7, 30, 60, and 90-day onboarding journeys that turn new sign-ups into power users.
Key Responsibilities
1. Support Leadership & AI Transformation
Own the support experience across chat and email, driving metrics like CSAT and resolution speed.
Implement modern tech solutions, including AI-driven deflection and help centre optimisation, to reduce manual work.
Provide strategic direction to our offshore team, identifying coaching and quality improvement opportunities.
2. Customer Success & Strategy (B2C & B2B)
Develop frameworks and strategies for churn reduction, retention, and B2B revenue growth.
Build direct relationships with key B2B stakeholders to ensure they are realising maximum value from our platform.
3. Journey Optimisation & Insights
Act as the "Voice of the Customer" internally, collaborating with Product, Engineering, and Marketing to remove friction points.
Use data and dashboards to track customer health and inform product development.
Work closely with Product and Marketing to ensure customers clearly understand and realise the value of the platform.
Systems, Tools & Data
Own the customer tech stack and ensure tools are effectively utilised.
Identify opportunities to better leverage existing systems and introduce new technologies where needed.
Develop dashboards and reporting to track customer health, retention, and support performance.
Use data to inform decisions and continuously optimise the customer experience.
Who You Are
You are a rare blend of a strategic architect and a hands-on operator.
Knowledge
Experience leading customer support and/or customer success in a SaaS environment.
Strong understanding of SaaS metrics (e.g. churn, LTV, activation, retention).
Experience managing offshore or distributed teams.
Familiarity with modern support and success tools, including AI-driven platforms.
Solid understanding of investing concepts and financial markets, either through professional experience, fintech exposure, or personal investing or willingness to learn.
Ability to confidently engage with customers on video calls, email and chat around using an investing platform
Skills
Strong people leadership and management skills, with the ability to coach, mentor, and develop team members across different levels and locations.
Strong operational mindset with the ability to improve processes and systems.
Comfortable being hands-on while also setting strategy.
Excellent communication skills, with the ability to engage both end users and senior stakeholders. Including video and phone interactions with directly with customers.
Strong analytical skills, able to use data to drive decisions and improvements.
Ability to simplify complex product concepts into clear, actionable customer experiences.
Attributes
Adaptable: Able to operate in a fast-moving, evolving environment and balance short-term execution with long-term thinking.
Ownership mindset: Takes responsibility for outcomes and drives initiatives end-to-end.
Customer-first: Deeply empathetic to customer needs and focused on delivering value.
Pragmatic: Focused on practical, high-impact solutions rather than over-engineering.
Proactive: Identifies opportunities for improvement and acts on them without waiting for direction.
Low ego, high impact: Willing to roll up sleeves and do the work, while also leading and influencing at a higher level.
Why Join Us In This Role?
You will have a direct seat at the table in shaping the future of our customer journey. You’ll be empowered to implement the latest technology, influence the product roadmap, and lead a shift toward a more proactive, value-driven customer experience.
Ready to lead the evolution? Apply now and tell us how you’d transform our CX landscape.
PERKS
Flexible Remote Working: Work where you are most productive;
Simply Stop: Time is one of the most valuable commodities, so we stop working early on Fridays;
Share Club: We provide a subscription to SWS, cash for you to invest & regular sessions to discuss stocks and investment ideas;
Parental Leave Policy: With a supportive return to work option;
Learning & Development Fund: We invest in your growth;
Team Events & Hackathons: An opportunity for everyone to come together and push what is possible.