Lead engineering strategy across the Client Experience cluster, ensuring all teams are aligned on a shared vision for client administration, onboarding, and member and scheme management.
Drive initiatives that prevent client churn by deepening client engagement, improving the administrative experience, and ensuring clients realise value from our platform quickly and consistently.
Champion client self-service capabilities, identifying opportunities to automate workflows and empower clients to manage their own configurations, reducing operational burden on internal teams.
Contribute to the definition and delivery of Engineering roadmaps, anticipating technical challenges and managing interdependencies across the cluster and with adjacent teams.
Oversee the entire software development lifecycle, from conception to deployment and maintenance, ensuring high-quality outcomes across all phases.
Implement best practices in coding, testing, and maintenance to enhance system scalability, reliability, and performance
particularly for the complex configuration and data management workflows that underpin client administration.
Ensure compliance with relevant data protection and security standards, given the sensitive nature of client and member data managed by these teams.
Set a high bar for software engineering excellence, emphasising efficiency, performance optimisation, and high availability.
Act as a mentor to tech leads and managers across the Engineering organisation.

Experience in leading and managing large teams or projects in a B2B SaaS environment, ideally with exposure to client administration, onboarding, or similar back-office product domains.
Track record of partnering very closely with the Product team to deliver the best outcomes for our clients and the users they serve.
Strong technical expertise in API development, coupled with a deep understanding of software architecture and design patterns
particularly those that enable extensibility and configurability for diverse client needs.
Proven expertise in cloud technologies, particularly AWS, with the ability to deploy and manage scalable cloud-based solutions.
Broad understanding of B2B SaaS dynamics, including client lifecycle management, churn prevention, onboarding experience, and self-service product design.
Be driven by data and experiments to improve client experience and reduce operational overhead.
Excellent analytical and problem-solving skills, capable of making data-driven decisions.
Experience communicating with senior stakeholders including executives, clients, and internal operational teams.
Ability to thrive in a fast-paced, continuously evolving environment, fostering a culture of innovation and excellence.

A flexible holiday plan of up to 40 days per year
£400 a year Wellbeing Allowance
Private Medical Insurance
Allowance for professional development books, E-books, and podcasts
Contributory pension scheme
Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

Head of Engineering – Client Experience

Key skills