Head of CX

The ideal candidate will have been successful in a startup company previously (or will have learned from previous failures) focused on the wants & needs of consumers in financial services & e-commerce

The opportunity

The Head of CX will work alongside the Customer Director to set the customer vision and strategy for Paycast. As a relatively new ecosystem to traditional payment processing, this role is critical in both defining the roadmap for Paycast, and in educating the market and driving authority in this new space. The success of Paycast will be the marketplace customers we on-board and retain on our platform, requiring great care in designing and launching the proposition.

Reporting to the Paycast Customer Director, you will lead the UX team for Paycast, as well as work closely with marketing, product and business development to collaborate on CX strategy and requirements, as well as with central functions across finance, operations and compliance. 

The ideal candidate will have a strong track record in designing CX in financial services and technology businesses. You will also have demonstrable success in a start-up company previously (or will have learned from previous failures) focused on the wants and needs of consumers in financial services and eCommerce. In addition, you will need the experience and gravitas to work side by side with the leadership team. 

The initial focus is UK, but we quickly need to expand the proposition internationally.

What you’ll be doing

  • Develop the CX strategy, aligned to key business goals, to achieve the desired and intended customer experience, uniting the business around the customer
  • Lead the design and execution of deep customer research to develop market-
  • leading, customer-led propositions, identifying customer needs and market fit
  • Lead the execution of CX journey mapping to inform UX/UI and product requirements across a diverse range of industries and verticals
  • Responsible for the design of all customer touchpoints from onboarding new customers through to long-term platform engagement
  • Create and implement a process of continuous feedback and analysis on identified metrics for measuring customer experience, satisfaction and areas of improvement
  • Monitor the market and develop competitor analyses to support the continuous development and prioritisation of key capabilities and features
  • Collaborate closely with product to influence the development roadmap and ensure timely launch of key customer-driven solutions

What are we looking for in you

  • Experience of leading and managing a team
  • Detailed knowledge and understanding of the acquirer / payments industry – including players, product details (funds flow, integration points, data, etc.)
  • Experience, passion and drive to deliver market-leading, customer-led propositions that deliver great results
  • Comfortable and thrive in managing and operating as part of a small dynamic team
  • Strong project management and organisational skills
  • Good understanding of market research techniques, data analysis and statistics methods
  • Comfortable with ambiguity and finding creative solutions
  • Superior spoken, written and visual communication and presentation skills

spg is an equal opportunities employer. For spg building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age 

Additional information

  • Remote status

    Flexible remote

We usually respond within two weeks

Or, know someone who would be a perfect fit? Let them know!



We’re proud that we are able to offer a package of benefits that is above the UK fintech average, designed to look after our people at every stage of their journey with SPG. But don’t think we are resting on our laurels, we are constantly reviewing our offering, and listening to feedback, to make sure we are able to help and support our team…

  • Share options

    We are pleased to issue each new employee a package of share options which ensures that they really can be part of the Group's success.

  • Private medical insurance

    We offer cover for our employees with no financial excess, and coverage of pre-existing conditions, from what we believe is the industry leader in physical AND mental health cover.

  • Life assurance

    Our employees can rest assured that their loved ones will be supported should the worst happen.

  • Pension

    We have a matched workplace pension scheme via Nest

  • Interest-free season ticket loan

    It may not have had a big take-up in 2020 – but it’s there if our people need it.

  • Unlimited annual leave

    We did away with the old-school cap on annual leave allowances to ensure our employees are able to step away from the office and keep a healthy work/life balance. (and we underpinned this with a minimum amount to make sure that it is taken!)

  • Mental well-being days

    Our employees can take a day a month away from work without booking or need to seek approval – for those days when your head is just not in the right space.

  • Enhanced allowances

    From maternity leave to eyecare, we don’t just offer the basic – we make sure that we are able to go the extra mile and offer well above the average for our employees.

  • Mental well-being support

    We have a calendar of events throughout the year for our employees – as well as the offer of membership to download the Calm app for each employee.

  • Flexible working

    We were always flexible in our approach even before the pandemic – and we are pleased to treat our employees like real adults and judge them on the work they do – and not the hours that they have sat at their desk.

Workplace & culture

Our team is filled with ambitious, curious and entrepreneurial people. We hire and nurture inquisitive, creative minds looking to flourish in a supportive and collaborative environment, recognised by being placed within the top 50 startups to work for in 2021 by Tempo. 

We don’t like old fashioned corporate hierarchy. Instead we like to empower our people to make a change and be autonomous in their role with all the support you need with the other teams around you.

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