Global Head of Client Experience

Who We Are

NEXT Ventures is where ambition takes shape and movement becomes momentum. As a global platform revolutionising access to performance-based capital, we empower the world’s most driven individuals to rise. Through our flagship brand, FundedNext, we empower dreamers to become doers, and potential to turn into performance. With 500+ driven minds across five countries, we power a global rhythm—220,000+ daily users from 170+ nations, each chasing greatness in their own way.

Your Role in Our Mission

As the Global Head of Client Experience, you will lead the strategy, structure, and operational excellence of NEXT Ventures’ global customer-facing organization. You will oversee large-scale support operations across multiple products and regions while driving customer satisfaction, operational efficiency, workforce optimization, service quality, and scalable operational governance.

This role requires a strategic operator capable of building world-class customer operations while balancing business performance, customer experience, and operational scalability in a fast-paced global environment.

How You’ll Make an Impact

Global Customer Experience Leadership:

• Lead and scale the global Client Experience organization across all products and regions

• Build operational frameworks that support scalability, consistency, and performance

• Drive customer-centric operational excellence across all customer touch-points

• Partner with senior leadership to align customer operations with business strategy

Operational Excellence & Service Delivery

• Oversee customer support operations across live chat, email, escalations, and specialized support functions

• Improve operational performance, workforce efficiency, and service delivery standards

• Drive SLA adherence, escalation management, and productivity optimization.

• Develop scalable operational structures, workflows, and governance models. 

Customer Quality & Experience Optimization

• Lead initiatives focused on improving customer satisfaction and service quality

• Strengthen operational quality frameworks, coaching practices, and performance management

• Drive continuous improvement initiatives across customer-facing operations

• Ensure consistency in customer handling standards and operational processes

Workforce Strategy & Operational Intelligence

• Oversee workforce planning, operational reporting, and customer operations analytics

• Utilize operational insights and performance metrics to improve efficiency and decision-making

• Support resource planning and operational forecasting across multiple regions and functions

• Drive operational visibility through dashboards, reporting, and performance reviews

Leadership & Cross-Functional Collaboration

• Build and develop high-performing operational leadership teams

• Lead organizational transformation and operational restructuring initiatives

• Foster a culture of accountability, agility, and continuous improvement

• Partner closely with cross-functional stakeholders to improve operational efficiency, customer experience, and business performance.

What You Bring

• 10 - 15 years of experience in Customer Experience, BPO Operations, or Service Management. Minimum 7-8 years of Leadership Experience in the relevant domain.

• Experience managing large-scale customer support operations across multiple regions

• Strong leadership and stakeholder management capability

• Experience building scalable operational structures and governance frameworks

• Strong analytical and operational problem-solving skills

• Ability to manage high-growth operational environments with speed and adaptability

• Experience with fintech, brokerage, SaaS, trading, or high-growth digital businesses preferred

Your X-Factor

• Thinks strategically while operating with speed and precision

• Balances customer experience with operational excellence

• Builds scalable systems without losing agility

• Leads through influence, clarity, and accountability

• Turns operational complexity into structured execution

Your Journey after Applying

• HR Discussion with the Talent Acquisition Team

• Strategic Discussion with Senior Leadership

• Operational Case Study Presentation

• Final Executive Discussion

Why Join NEXT

At NEXT Ventures, customer experience is not a support function. It is a core driver of business growth, customer trust, and operational excellence. Join us to build and lead a world-class global customer experience organization shaping the future of fintech and trading operations.