VP Customer Experience

VP Customer Experience

• London
• Full-time
• Operations

Description

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with an ambitious mission to revolutionize the payroll & payments industry. With over $400M raised from multiple tier-one investors, our innovative technology provides a comprehensive solution for managing global workforces, encompassing everything from hiring and onboarding to managing and paying employees in over 160 countries.

We'relooking for aVP of Customer Experienceto lead and shape the end-to-end customer services organization, fromthe moment a customer begins their journey with Papaya through onboarding, implementation, and ongoing service.

Reporting directly to the COO, you will lead Project Managers and Implementation Managers, while owning three critical areas of the customer journey: customer experience and service quality, customer onboarding and delivery, and operational oversight of strategic customers.

This is a highly strategic and hands-on leadership role, combining customer-facing leadership, operational excellence, people management, and a strong commercial mindset. You willbe responsible fordefining how we measure and improve customer experience, building scalable delivery processes, and ensuring our most strategic customers receive a high-quality, coordinated service across the organization.

Key Responsibilities

• Own the customer experience strategyacross the services organization, defining the KPIs, processes, and mindsetrequiredto continuously improve customer satisfaction, engagement, and retention.
• Establish and drive adata-driven customer experience framework,identifyingthe right metrics and translating customer feedback and operational data into actionable improvements.
• Maintain a strong connection with customers, includingmeeting directly with strategic customers and gathering first hand feedbackto understand their needs, pain points, and expectations.
• Own the customer onboarding and implementation organization, overseeing the end-to end delivery of customer projects and ensuring a consistent, scalable, and high quality onboarding experience.
• Lead and develop approximately50 Project Managers and Implementation Managers, building a strong, accountable, and customer centric organization.
• Own the operational delivery ofstrategic customers, ensuring effective coordination across Implementation, Project Management, and other operational stakeholders.
• Partner closely with Account Management to ensure strategic customers receiveaseamless experience across relationship management and operational delivery.
• Drive operational excellence byestablishingscalable processes, clear ownership models, and best practices across the customer services organization.
• Own and improveretention-related KPIs,identifyingopportunities to reduce churn, increase customer value, and contribute directly to revenue growth.
• Partner with senior leadership across the company to continuously improvethe customerjourney and translate customer needs into organizational and operational priorities.
• LeverageAI, automation, and technologyto improve service quality, operational efficiency, and the scalability of the customer experience organization.
• Build and develop a high performing leadership organization, fostering accountability, customer obsession, and continuous improvement.

Requirements

• 10+ years of experience in customer-facing roles, withsignificant experiencemanaging complex enterprise customers.
• 10+ years of people management experience, including leading large, multi-layered customer-facing or delivery organizations.
• Proven experience leadingCustomer Success, Professional Services, Delivery, Implementation, or similar organizationsin a high-growth environment.
• Strong experience working withenterprise and strategic customers, with the ability to build trusted relationships with senior stakeholders.
• Experience in ahyper growth technology company; experience in a more structured organization with established processes and operational methodologies is a strong advantage.
• Experience inFinTech, Payments, Payroll, or a related B2B technology environmentis a strong advantage.
• Strong operational and process oriented mindset, with the ability to build scalable processes whilemaintaininga high levelof customer focus.
• Data driven decision makerwho is comfortable defining KPIs, analyzing performance, and using data to drive organizational improvements.
• Strongcommercial and revenue mindset, with experience owning or influencing retention, customer value, and revenue related KPIs.
• Excellent communication and executive level customer management skills.
• AI mindset- actively explores and adopts AI and automation to improve customer experience, service quality, and operational efficiency.