Head of Customer Experience

The Wow

As Head of Customer Experience, your mission is to champion and orchestrate the end-to-end customer journey across all products and channels. You will work within a small but impactful team focused on aligning design, insights, and operations to deliver consistent, data-driven experiences that improve satisfaction, retention, and brand trust. Operating as a strategic partner to UX, Product, and Marketing, you will define and drive the wider customer experience vision, governance, and customer experience metrics across the organisation.

What's in it for you?

• Define and lead the CX strategy – establish a unified vision and measurable principles that connect customer needs, business goals, and brand values across all products, channels, and markets.
• Own end-to-end journey orchestration – map, measure, and continuously improve key customer journeys, removing friction, optimizing transitions, and ensuring consistency across digital and service touchpoints.
• Drive data-informed decision making – collaborate with Insights & Research to transform behavioural data, feedback, and market trends into prioritized actions that improve satisfaction, retention, and conversion.
• Champion experience governance – create frameworks, councils, and dashboards that align Product, Design, Marketing, and Operations around shared CX goals and performance metrics (CSAT, churn, and/or equivalent metrics).
• Enable cross-functional delivery – partner with Product Design to align interaction quality, content, and brand expression with the overall journey; ensure accessibility, inclusivity, and usability are embedded.
• Measure and communicate business impact – define KPIs, monitor CX health, and quantify ROI through uplift in loyalty, advocacy, and cost-to-serve efficiency; report regularly to senior leadership.
• Coordinate with Regional Commercial, Marketing, CRM and Operational teams to unify the experience across all touchpoints of our product offering and wider journeys.
• Act as the representative of the customer in strategic decisions, ensuring experiences are designed not just for usability, but for trust, value, and long-term engagement.

You’re good with:

• 10+ years’ experience in customer experience, service design, product design, or customer strategy roles, with at least 5 years in a senior leadership or cross-functional orchestration capacity.
• Proven record of developing and executing CX strategies that drive measurable impact on retention, satisfaction (e.g. CSAT), and commercial performance.
• Experience leading journey mapping, customer insight integration, and cross-channel experience improvement across digital and operational touchpoints.
• Demonstrated success in collaborating with Product, Marketing, Operations, and Engineering teams to align CX goals with delivery roadmaps.
• Background in data-driven decision making, translating analytics, behavioural research, and feedback loops into actionable priorities.
• Strong exposure to regulated, high-volume digital environments (e.g. fintech, e-commerce, iGaming, telecoms, or travel) where customer trust and compliance are critical.
• Experience building and mentoring CX, service design, or insight teams, and establishing governance frameworks or CX councils across departments.

What we offer

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business 75% millennial and 1700 strong, spread across 7 offices with 900 based out of our Malta HQ alone! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.

Challenge accepted?

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