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Job Vacancy: Head of Customer Experience

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We’re Titus – an award-winning Premium Moodle Partner providing innovative e-learning services to workplace learning, education providers and training companies around the world. 

The Titus company values underpin our work with our clients, the development of our staff, and our investment in innovation: 

Quality: we do our best every time

Growth: we develop as individuals, and as a team 

Responsibility: we always take ownership

Flexibility: we do what needs to be done

Trust: we communicate openly

We bring this experience and attitude to bear in enabling success within our client organisations, creating solutions which allow our clients to nurture talent, improve 

communication, share knowledge and understand outcomes, increasing their value and competitive advantage. 

We care about making Titus a fun, inclusive and interesting place to work, and actively support our team members in their personal and professional development…and we run exceptional team socials and events too!

The Role

Right now, we’re looking to fill a newly created and critical position on our senior management team to join us in the role of Head of Customer Experience, reporting directly to the company founders. Your department will consist of our Implementation, Customer Support, Training and Customer Success teams, currently consisting of 8 direct reports, however this is a growing area of the business and one we are investing in significantly as we shift our focus to delighting our customer. Within the senior management team you will be the voice for the customer and drive a relentless focus on improving the customer experience across your teams and the wider business.

Your teams will be working with a diverse range of clients, from startups to household names such as; Network Rail, Wasabi, the City of London Police, the Royal College of Surgeons and the National Physical Laboratory, managing their relationship with Titus from initial consultation, through product implementation, testing, signoff and ongoing support. 

You’ll ensure SLAs and KPIs are achieved at all times whilst delivering the best experience possible to the customer. You will be an advocate of continuous improvement, drive positive customer satisfaction and identify annuity revenue opportunities within our customer accounts. 

What kind of person would this role suit

Your pure focus will be on the customer experience and delighting our customer; you will be customer obsessed, developing and utilising target market qualitative & quantitative insights to inform and drive customer experience decisions. While customer focussed, this is an operational role, responsible for ensuring our customer implementations are successful and service management is on point, therefore you will be technically strong. 

You will be managing one of our larger teams so you will be a real people person, with exceptional management experience. You will need to be organised and own your function as you will be managing multiple projects and priorities. This is a prominent role and will suit a hungry and passionate individual who will relish the opportunity to put our customers on the map. Ideally you will have worked in a general technical business, eLearning or Edtech space.

What will you get up to

This is a new role for you to put your stamp on and really hit the ground running. You’ll be a critical component of Titus’ growth strategy and will have the opportunity to develop and exhibit leading practices across both expansion and retention disciplines. You will own the experience of our external customers and stakeholders to ensure that they have a seamless experience across all touchpoints of our offering and service and you will quickly develop a complete understanding of the product and our clients’ needs to help guide our business strategy. 

You will lead and participate in the creation of strategies that drive product adoption, value realisation and delight our customers throughout the duration of the customer lifecycle. You will be responsible for the retention and growth of our client portfolio, working closely with Sales to create and execute plans to grow and sustain our business.

What we need from you 

Your pure focus will be on the customer experience and delighting our customer; you will be customer obsessed, developing and utilising target market qualitative & quantitative insights to inform and drive customer experience decisions. While customer focussed, this is an operational role, responsible for ensuring our customer implementations are successful and service management is on point, therefore you will be technically strong. 

You will be managing one of our larger teams so you will be a real people person, with exceptional management experience. You will need to be organised and own your function as you will be managing multiple projects and priorities. This is a prominent role and will suit a hungry and passionate individual who will relish the opportunity to put our customers on the map. Ideally you will have worked in a general technical business, eLearning or Edtech space.

Also ideal (but not a deal breaker) 

What you’ll get in return

To apply

To be considered for this role, please apply with a CV, by clicking the following link (which will direct you to our in-house recruitment system):-

Click here to apply

Contact us

If you think you’d be a good fit, get in touch on the button below:

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Phuong Nguyen Hong

Marketing Assistant

Phuong holds a bachelor’s degree in Business Administration and recently completed a master’s degree in Management and Marketing. Originally from Hanoi in Vietnam, Phuong has two years of marketing experience.

Fact

Phuong owns a food review instagram page as travelling and food are her passion. She also has a cute little french bull dog.

Ellie Sharkey

Head of Marketing

Ellie was the first women to join Titus and since then has paved the way for many more. After studying for a degree in Fashion and Marketing Ellie was lucky enough to find herself at fashion weeks and photoshoots. 

Now she’s switched from talk of front row to front end design and loves working with clients that have such a postive impact on the world.  Her motto in life, ‘don’t sweat the small stuff’.

Callum Barrett

Marketing Executive

Callum was one of the first to join way back in 2016 as an apprentice whilst studying Customer Service. His first ever job, he quickly adapted and learned the ropes to become an integral part of the Titus team.

Fact

After missing out on the chance to go to University initially, Titus backed him to enrol with the CIM and is now studying for a Level 6 Diploma in Professional Digital Marketing in his spare time.

Dec Connolly

Digital Marketing & Web Manager

Dec studied a degree in Journalism but found his passion in digital marketing. As well as eLearning, Dec has worked in marketing for one of the countries biggest retailers and within the property sector.

Fact

Outside work, Dec Co-founded a news publication where he’s collaborated with global brands like Uber, Amazon and the BooHoo as well as countless SMEs.

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