Location: Within the EU or the UK

Department: Service Delivery

About the Role

We are seeking a Head of Client Experience Operations to lead the teams responsible for welcoming, guiding, and supporting our clients and partners throughout their journey with our platform. You will oversee the processes and systems that ensure every interaction from initial activation to ongoing inquiries and operational requests is smooth, efficient, and scalable.

You are tech-savvy, automation-minded, and operationally focused, combining strategic leadership with hands-on execution to improve workflows, reduce manual effort, and enhance the overall experience.

Key Responsibilities

Lead teams responsible for client activation, engagement, and lifecycle support.
Design and optimize end-to-end client journeys, ensuring efficiency, accuracy, and scalability.
Implement automation and technology-driven solutions to improve operational efficiency and response times.
Develop, track, and report KPIs and performance metrics to ensure high-quality operations.
Collaborate with Product, Tech, and Commercial teams to resolve complex issues and improve processes.
Ensure processes comply with regulatory, risk, and quality standards.
Drive continuous improvement initiatives to scale operations and improve client satisfaction.

What You Bring

Proven experience leading teams managing client journeys, activation processes, or lifecycle operations, ideally in payments or FinTech.
Strong understanding of workflow automation, process optimization, and scalable operations.
Excellent leadership, coaching, and stakeholder management skills.
Analytical and operational mindset with a hands-on approach.
Tech-savvy and comfortable implementing or improving tools, dashboards, and workflows.

Head of Client Experience Operations

Job Type