Octopus Legacy
LondonOn-sitePosted 4 weeks ago
Pay not given in the listing
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Own the end-to-end customer experience across the estate planning business unit, from first enquiry and booking through advice, delivery and renewal. Lead the Customer and Bookings teams and their managers, and be accountable for conversion, satisfaction, retention and cost to serve.
We’re Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission.
We’re on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.
But we can’t do it alone, and that’s why we’re assembling a team of top performers to build with us.
Ready to be part of something big?
Our Customer and Bookings teams sit at the heart of the estate planning business unit, guiding people through some of the biggest, most emotionally loaded decisions of their lives, often at life’s toughest moments. As we scale, we need a leader who can turn that frontline into a genuine competitive advantage: fast, warm, commercially sharp, and built to grow.
As Head of Customer, you'll own the end-to-end customer experience across the estate planning business unit, from first enquiry and booking, through advice and delivery, to renewal and referral. You'll lead our Customer and Bookings teams directly, set the strategy for how we serve and convert customers at scale, and be accountable for the metrics that sit at the intersection of customer experience and the P&L: conversion, satisfaction, retention, and cost to serve.
Estate planning is an ongoing, deeply human service, customers need guiding, reassuring and following up with over weeks and months, often at one of the hardest points in their lives. We need someone who's built and run that kind of relationship-driven service function before, and who knows how to combine that with commercial rigour at scale. You'll manage people and managers, partner closely with Sales, Legal, Product and Operations, and report into the General Manager. You'll be given real autonomy to shape how this function works, and real accountability for the numbers it moves.
N.B. If you don’t fit all or most of the requirements but still think you might be a fit, please apply anyway. A commitment to learning and growth is as important as any of the required skills.
In 2016 Sam’s mum died suddenly in a car accident. The experience that followed was overwhelming - with mountains of paperwork, sitting on hold and navigating financial stress. All at a time when he needed the space to navigate grief.
Death is difficult enough, without everything else that comes with it. Octopus Legacy was created to make the experience of losing someone easier for those left behind - so that they can focus on what matters.
Since then we have helped over 700,000 people plan for death and find support after a loss and are now the second largest estate planner in the UK.
When people think about planning for death they think about wills, life insurance and funerals. These small but mighty acts make a huge difference to the people we love. But why stop there?
We take these cold processes and turn them into something more human. We help customers share more than just money. Encouraging them to leave voice notes, music, recipes. So they can shape a legacy that connects them with the people they love while they’re here. And after they’re gone.
We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.