Head of Customer Experience

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Acre is rebuilding the UK's £1.4 trillion mortgage market from the ground up, with a completely new, end-to-end management system for mortgages.

Our platform cuts out the unnecessary admin, pain, and friction from buying a home. We're covering the entire journey, from figuring out what you can borrow to getting your keys. We're guided both by the voice of real homebuyers and by our close relationships with brokers, lenders, and insurers.

After a record-breaking 2023 with a 400% year-on-year increase in mortgage volume, we doubled our market share in 2024. To sustain this growth, we're seeking a Head of Customer Experience to lead and scale our Core Customer Success team, driving customer satisfaction and successful adoption of our platform.

The Role

As Head of Customer Experience, you'll own the Core Customer Success function, focusing on scaling the team and ensuring exceptional service. This role is ideal for a leader passionate about team growth, operational excellence, and delivering top-tier customer experiences in a fast-paced environment.

Key Responsibilities:

• Lead and scale the Core Customer Success team, ensuring high performance and continuous growth.
• Partner with Onboarding and Activation teams to ensure successful adoption of Acre's platform.
• Deliver exceptional customer support and drive ongoing customer education to enhance success and minimise reactive support.
• Optimise processes through automation and refinement to improve efficiency and outcomes.
• Act as a customer advocate, working with Product and Engineering to align the platform with customer needs.
• Build consultative relationships with client stakeholders to ensure alignment with business goals and long-term success.
• Collaborate with Account Management to identify risks and proactively enhance retention.

About You:

• Proven experience in a senior Customer Success role, with expertise in scaling and managing high-performing teams.
• Skilled in client-facing roles, with a talent for building strong stakeholder relationships.
• Proactive problem-solver with a data-driven approach to performance improvement.
• Exceptional communicator with a collaborative leadership style.
• Strategic thinker comfortable balancing big-picture goals with hands-on execution.
• Passionate about innovation, technology, and transforming the mortgage market.

What We Offer:

• Chance to make an impact within a fully funded, early-stage Fintech start-up in a unique position to make a difference to the mortgage market.
• Competitive salary.
• Private healthcare, a cash plan, pension contribution.
• Cycle to work scheme.
• Vibrant office in Shoreditch with monthly social events.
• See our careers page for more of what we offer.

We're looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is tackling a big problem space, then we'd love to hear from you.

We're eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there's anything we can do to accommodate your specific situation, please let us know.