Head of Customer Experience

Location: TCMi - London

The Work We Do

Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need.

Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.

With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.

London | Reports to: Chief Customer Officer

The organisation

Teciem is a financial software solutions provider. Treasury and capital markets run through our name, our heritage and our DNA. Through strategic acquisitions and continuous innovation, our people and products have pioneered financial software solutions as part of Misys and Thomson Reuters and most recently leveraged scale as the Treasury and Capital Markets business within Finastra. Now with our new name, increased ambition and a new strategy we are in a phase of accelerated growth, innovation and transformation with a culture infused by transparency, accountability, performance orientation, our customer mindset and our people.

The opportunity

Teciem is building a new Customer organisation under the Chief Customer Officer, with clear accountability for customer health, retention and lifecycle outcomes. This role makes sure Teciem listens to its customers, acts on what it hears, and turns satisfied customers into active advocates, while handling escalations in a way that protects and rebuilds trust.

Role purpose

• Own the voice of the customer and the customer experience across Teciem, so that feedback drives action, escalations are resolved with confidence, and customers become advocates for Teciem.
• Core accountabilities
• Own Voice of Customer governance and the closed loop from feedback to action
• Own the NPS programme: design, governance, follow-up and reporting
• Own the Client Advisory Board framework: structure, objectives, agenda and outcomes
• Build and run the advocacy programme, growing referenceable customers
• Build community management and digital engagement across the customer base

Key distinction

• Head of Customer Experience owns what customers tell us, how we respond, and how we turn them into advocates
• CCO Operations & Programs owns customer data, signals, tooling and at-risk/escalation governance mechanics
• Customer Success Enablement owns CSM capability, playbooks and best practice
• COO owns resolution of escalations through Support and Professional Services; Marketing owns CAB planning/coordination
• Scope of Responsibility (Direct ownership)
• Customer Experience (primary focus)
• Voice of Customer Governance (feedback channels, insight, closed-loop action)
• NPS (relationship and transactional surveys, detractor follow-up, trends)
• Client Advisory Board (framework, objectives, agenda, outcomes)
• Advocacy Program (references, case studies, customer speakers)
• Community Management / Digital (customer community, user groups, digital engagement)
• Customer experience strategy
• CX strategy and customer journey experience standards
• Customer experience reporting to the CCO, ExCo and Board
• Matrix / shared alignment (no direct ownership)

Sales / CRO

Account planning (owned by HFO / AE)

Use of references and advocates in sales cycles

COO

Escalation resolution and recovery execution (Support and Professional Services)

Support operations and SLAs

CPO / CTO

Product response to VoC themes and CAB input

Product roadmap and feature prioritisation

Marketing

• CAB event execution
• Case study, reference and community content production
• CCO peers
• CCO Operations & Programs: signal routing, health scores and at-risk governance
• CS Enablement: validated value stories and playbooks that use VoC insight

Key Responsibilities

• Voice of Customer governance
• Define and maintain the Customer Journey as a cross function framework that improves CX
• VoC framework: listening channels, cadence and ownership across the lifecycle
• Turn feedback into structured, actionable insight and themes for Product, Delivery and Sales
• Ensure insight-to-action accountability, with actions tracked to closure

NPS

• Run relationship and transactional NPS with clear governance and survey design
• Ensure closed-loop follow-up with detractors and passives within agreed timeframes
• Report NPS trends and drivers by segment, product and region

Client Advisory Board

• Own the CAB framework: membership, objectives, agenda and outcomes
• Ensure CAB input is fed into Product and strategy, and that members see what changed as a result
• Partner with Marketing on execution of CAB meetings and events
• Advocacy programme
• Build a pipeline of referenceable customers, using health, NPS and value signals to identify candidates
• Run references, case studies and customer speaker opportunities, Marketing producing content
• Manage advocate engagement so references are used well and not overused
• Community management / digital
• Build and grow the customer community and user groups
• Develop digital engagement channels that let customers learn, connect and share with each other and with Teciem
• Use community and digital activity as a source of VoC insight

Success metrics

Primary

Gross Revenue Retention (GRR)

• NPS trend and response rate
• Closed-loop follow-up rate within agreed timeframes
• Insight-to-action velocity and closure

Secondary

• Number of active referenceable customers
• CAB engagement and outcomes delivered
• Community and digital engagement
• Escalation volume trend
• Operating model principles

Clear RACI (critical)

• Head of Customer Experience → VoC, NPS, CAB, advocacy, escalation governance, community
• CCO Operations & Programs → operating model, customer insight, tooling, renewal and risk process, Always-N programme
• CS Enablement → CS roadmap, best practice, playbooks, value validation, CSM capability
• CRO → sales, account planning, renewals, bookings
• COO → delivery, support, escalation resolution
• Marketing → CAB and advocacy execution, content
• Product → roadmap
• Objective: make sure every customer voice is heard and acted on, and every escalation strengthens trust rather than eroding it.
• Organisation design
• Reports to

Chief Customer Officer

Direct reports (indicative)

Community Management

What this role is not

• Not Head of Support
• Not a Marketing or events role
• Not responsible for delivering escalation fixes
• Not a survey-only function
• It is the owner of the voice of the customer at Teciem, accountable for turning feedback into action and customers into advocates.

Diverse Minds, Shared Ambition

At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.

We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.

We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.