Head of Customer Experience

Who We Are: We're rebuilding the energy transaction system, making it transparent and fair. tem exists to put power back in the hands of people. Today's wholesale energy market is stacked in favor of the few. It's a product of an age of oil and gas, riddled with markups and middlemen. We're changing that. Our product, RED™, built on a proprietary pricing engine that bypasses the wholesale market, enables businesses to buy the energy produced by renewable generators directly. That's 100% transparent transactions, ensuring affordable bills and fair compensation, to give every business ownership and control over where their energy comes from. Since launching in 2021, we've saved UK businesses and generators over £20 million, powering a growing network of forward-thinking companies, from Pizza Pilgrims to Silverstone. Backed by top-tier VCs such as Atomico and Albion, we're creating a new category in energy - one that's local, decentralised, and built on trust.

The Role: We're hiring a Head of Customer Experience. Your job is to enable the team to super-serve customers by creating the conditions for great work to happen. You'll own Customer Experience as an operating system, making energy feel transparent, effortless and human. You'll connect automation with empathy across the full journey from pre-sales insight to renewal. You'll design clean handoffs into CX, remove friction, and give the team the clarity and context to deliver great care with confidence. At tem, People Leaders are coaches, not captains. You'll raise the bar through talent, cadence and systems that improve decision quality and throughput, rather than relying on individual heroics. You'll work in lockstep with the relevant domain Expert. The Expert owns domain strategy and trade-offs. You translate that into CX priorities, execution rhythm, and team capability. The goal is to scale capability, not headcount, as CX evolves with automation and data. We're a small team, partnering closely with Sales, Ops, Product and Data, and you'll report into the Chief Growth Officer.

Requirements: Must haves Proven experience leading Customer Experience, Customer Success or Operations in a fast-growing environment. Strong people leadership: hiring, performance coaching, and building a high bar for quality and pace. Ability to build operating systems that make great customer work repeatable - clear cadence, roles, handoffs, and feedback loops. Strong stakeholder management and influence across Sales, Product, Ops, Data, and domain Experts. Analytical and practical: turns customer signal into prioritised, owned work and drives visible progress through the team. Commercial judgement: connects customer experience to retention, renewal, and long-term value.

Benefits and Perks: Salary aligned to internal benchmarks and reviewed twice a year. Stock options so everyone has ownership in our mission. 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off. Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons. Home working and wellbeing budgets: Up to £1,200 or €1,200 per year for your remote setup. Up to £150 or €150 per month for wellbeing.