Guestia Cranfield, England, United Kingdom
Chief Customer Experience Officer
Guestia Cranfield, England, United Kingdom
Get AI-powered advice on this job and more exclusive features.
Guestia is a fast-growing SaaS company transforming how organisations manage hospitality and guest experiences at scale. With a growing client portfolio that includes leading global brands, agencies, and rights holders, we’re on a mission to elevate customer engagement through innovative technology and white-glove service.
Our platform empowers events, brands, rights holders, organisations, and teams to build custom-branded apps that deliver essential, real-time information about events and travel. Guestia replaces paper itineraries, spreadsheets, information packs, and scattered communications with a seamless digital experience.
We’re hiring a Chief Customer Experience Officer (CXO) to lead and scale our entire post-sales customer function—with a core focus on owning and elevating our customer support operation. As a key member of the executive team, you’ll take full accountability for delivering a consistently high-quality support experience, ensuring we respond rapidly, resolve efficiently, and exceed expectations.
In addition to customer support, the CXO will oversee the full customer success journey—from onboarding and adoption through to long-term retention and advocacy. You will lead and develop a team that is focused on customer outcomes, while working cross-functionally with Product and Technology to ensure the customer voice informs everything we build.
This is a hands-on, leadership role ideal for someone who thrives in high-growth SaaS environments and understands the strategic importance of exceptional customer support.
As a Chief Customer Experience Officer, you will:
* Own and lead Guestia’s Customer Support and Customer Success function, ensuring responsive, empathetic, and effective support across all channels
* Actively manage support incidents and direct internal resources across customer support, customer success and engineering to resolve in a timely manner
* Define and execute a customer success and support strategy aligned with Guestia’s growth goals and service standards
* Manage and grow a high-performing Customer Experience team—including support agents, onboarding specialists, and customer success managers
* Establish and continuously improve support SLAs, tooling, workflows, and escalation processes
* Develop self-service resources (e.g., help centres, FAQs) to enhance scalability and customer empowerment
* Collaborate closely with the CTO and Product teams to ensure that customer feedback directly informs product evolution
* Track and improve key metrics including first response time, resolution time, CSAT, NRR, churn, and onboarding success
* Build customer awareness through your team of new product releases to create upsell/expansion opportunities
* Represent the customer voice across executive decision-making, with a relentless focus on service excellence
* Produce management reports on key metrics, milestones and achievements for presentation to the Board
* Foster a customer-first culture across the business through advocacy, feedback loops, and internal education
Requirements
* 10+ years of experience leading customer support teams in a SaaS/software company, including direct ownership of customer support operations
* Proven success implementing support and success strategies that scale with growth
* Strong leadership skills with the ability to build and motivate high-performing support and success teams
* Deep understanding of customer service methodologies, tooling, and performance management
* Collaborative mindset with a proven ability to work cross-functionally with Product, Engineering, and Commercial teams
* Data-driven, with experience managing and reporting on KPIs that drive customer satisfaction and retention
* Excellent communication, interpersonal, and problem-solving skills
* Passionate about delivering outstanding customer service and long-term value
* Background in scaling support operations in a fast-paced, high-growth environment
Nice to Have
* Experience in events or hospitality technology sectors
* Familiarity with tools such as Freshdesk, Jira, Confluence, Gainsight, or similar platforms
What we offer
* A senior leadership role with real influence on the direction of the business
* The opportunity to build and own a world-class support operation at a global SaaS business
* Competitive compensation and benefits
* 25 days holiday + 8 public holidays
* Salary sacrifice company car scheme
* Private health insurance (Vitality Health)
* Flexible working culture built on outcomes and trust
Seniority level
* Seniority level
Executive
Employment type
* Employment type
Full-time
* Industries
Software Development
Referrals increase your chances of interviewing at Guestia by 2x
Sign in to set job alerts for “Chief Customer Officer” roles.
Luton, England, United Kingdom 1 week ago
Luton, England, United Kingdom 1 week ago
Croydon, England, United Kingdom 3 weeks ago
Luton, England, United Kingdom 2 weeks ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr