Head of Engineering – Client Experience

• 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  

What You’ll be Doing:

• 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 and Skills You Need in this Role:

• 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. 

The Interview Process:

• Screening call with a member of the Talent Team 
• Interview with the VP of Engineering & Director of Product for Client Experience 
• Interview with CTO, CPO