Customer Experience Lead Required in London - London Featured

Customer Experience Lead Required in London

About The Role

We’re looking for a Customer Experience Lead to take a strong, well-respected CX team into its next chapter. At Aphex, CX sits inside the Product org and plays a critical role in how people understand, experience, and trust our product as it evolves. This role is about owning that responsibility, leading a distributed team who deeply understand how things work, how users actually use the platform, and how to turn complexity into clarity for both users and internal teams. You’ll step into a team with a clear identity and solid foundations, and help extend its impact across product knowledge, support, communication, and enablement without losing the care and curiosity that make it trusted today. This is a hands-on leadership role for someone who enjoys being close to the detail while also designing systems, rhythms, and partnerships that will shape how users experience Aphex over time.

Responsibilities

Lead and mentor a distributed CX team across regions
Set clear quarterly focus and projects that align with company and Product goals
Ensure users receive fast, thoughtful support, and design how we communicate with users as the product evolves — partnering with Marketing and Product to shape product updates, release messaging, and ongoing user communication
Own high-quality product knowledge, documentation, and internal enablement
Oversee bug and feature request triage, ensuring issues are well-formed and actionable
Play a key role in incident response and user communication when things go wrong
Partner closely with Product, Engineering, Design, and Go-To-Market teams

Requirements And Skills

Has experience leading or mentoring a team and is ready to step into broader ownership
Is deeply curious about how products and systems work
Enjoys untangling messy, ambiguous problems and explaining them clearly
Cares about building trust with users and internal teams
Is generous with knowledge, context, and time
Experience in SaaS or customer-facing product teams is helpful, but mindset matters more than a perfect background

What We Offer

A high-performing team Be part of and contribute to a genuinely collaborative and motivated team
Flexibility Remote-first working with access to a convenient WeWork office
The right tools A sweet MacBook Pro setup and a cutting-edge tech stack
Genuine development Ongoing training, learning, and coaching to get better every day (including a training allowance)
A focus on culture At Aphex, we are focused on making real impact, together, and strive to walk the talk on that every day
Growth opportunities As Aphex scales across new markets, your career can scale with it
Annual offsite: In 2025 our team met for a week in Da Nang, Vietnam - you’ll need to join us to see where we have planned in 2026!

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https://www.linkedin.com/jobs/view/4368482325/?e

Posted on : 3 weeks ago, #6027, 2 views

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