Join Kainos and Shape the Future
At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting‑edge Workday solutions, or pushing the boundaries of technology, we do it together.
We believe in a people‑first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.
Ready to make your mark? Join us and be part of something bigger.
Main purpose of the role & responsibilities in the business
The Head of Customer Operations is accountable for designing, leading, and scaling the customer operations capability that underpins Customer Experience for Kainos’ Workday Products. Reporting to the Chief Customer Officer, the role ensures a consistent, data‑led approach to measuring customer health, identifying risk, and enabling Customer Experience teams to deliver long‑term value, retention, and growth.
Your Key Responsibilities Will Include
* Designing and leading the Customer Experience operating model for Workday Products, ensuring clarity, consistency, and scalability across the customer lifecycle
* Defining, owning, and embedding a customer health framework, including success measures, leading indicators, and risk thresholds
* Implementing and operationalising a single, trusted view of the customer, ensuring adoption across Customer Success, Professional Services, Support, Sales, and Product teams
* Evaluating customer insight and performance data to proactively identify risk, adoption issues, and value leakage, enabling early intervention and recovery planning
* Partnering closely with Customer Experience, Product, Engineering, Sales, and Finance leaders to deliver joined‑up customer outcomes and lifecycle governance
* Creating and evolving scalable processes, playbooks, and operational rhythms that enable Customer Experience teams to focus on high‑value customer engagement
* Providing clear operational reporting and insight to senior leaders to inform prioritisation, investment, and strategic decision‑making
* Leading continuous improvement initiatives to simplify customer journeys, improve time‑to‑value, and support growth in products, customers, and revenue
Minimum (essential) Requirements
* Experience operating at senior leadership level within Customer Operations or Customer Experience functions
* Strong expertise in customer health measurement, risk management, and lifecycle analytics
* Proven ability to design and scale operating models in a product‑led or SaaS environment
* Demonstrated experience implementing and embedding customer experience platforms (e.g. Gainsight) to create a single customer view
* Strong stakeholder management skills, with the ability to influence across senior, cross‑functional audiences
* Excellent analytical and decision‑making skills, with a data‑driven and commercial mindset
* Ability to operate effectively in a fast‑paced, complex, and evolving environment
Desirable Requirements
* Experience working with or alongside Workday Products or within the Workday ecosystem
* Exposure to subscription‑based, retention‑led commercial models
* Experience operating within a matrixed or scaling organisation
* Ideally someone with 10+ years of experience in Customer Operations
* Familiarity with the following software/tools/frameworks: Gainsight, CRM platforms (e.g. Salesforce), Customer health & lifecycle analytics, Operational KPI frameworks
Embracing our differences
At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field.
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