Head of User Experience
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Job Summary
Your Mission at Alegra
As Head of User Experience you will lead the evolution of how users experience our product throughout their entire lifecycle from onboarding to retention and expansion.
Your mission is to move beyond a traditional reactive Customer Experience model and build a system-driven scalable and data-powered User Experience where adoption retention and value creation are directly connected to business growth. You will work closely with Product Revenue Data Sales Growth and Revenue Ops to optimize the end-to-end journey and turn experience into a growth engine.
What Will Be Your Challenges
User Experience Architecture & Journey
Design and operate the end-to-end user journey from onboarding to retention and expansion.
Ensure consistency between user expectations product value proposition and experience at every touchpoint.
Evolve the User Experience model toward a proactive scalable and data-driven approach.
Adoption Retention & Expansion
Lead adoption and retention strategies including onboarding implementation customer enablement and billing experience.
Drive expansion initiatives (cross-sell and upsell) in alignment with Customer Success and Revenue teams.
Own and drive the North Star Metric and key experience-related metrics.
Processes Quality & Training
Design and standardize support and enablement processes to ensure quality and consistency.
Lead Quality and Training teams defining service standards playbooks and continuous learning programs.
Document and maintain processes as living operational assets.
Revenue Ops & Automation
Design and implement automations workflows and tools that reduce friction manual work and resolution times.
Partner with Revenue Ops to optimize CRM ticketing systems communication flows and reporting.
Evaluate and implement AI use cases applied to support adoption and user experience.
Insights Metrics & Feedback Loop
Define and monitor key UX metrics: churn retention NPS CSAT adoption response and resolution times.
Systematize user feedback and channel insights to Product Revenue and leadership teams.
Communicate risks insights and results clearly and regularly across the organization.
Leadership & Cross-functional Coordination
Lead and develop a multidisciplinary team (40 people) fostering accountability and leadership growth.
Work closely with Product Sales Growth and Data to optimize the full funnel experience.
Promote a culture centered on the user efficiency and continuous improvement.
Success Indicators
Retention churn and renewals.
CSAT NPS and perceived support quality.
Response and resolution times.
Adoption and usage of key product features.
North Star Metric and area OKRs.
Team engagement performance and stability.
The Best Talent Loves a ChallengeAre You Interested
Keep Reading!
What Do We Expect from You
Technical Competencies
Advanced English (C1C2).
5 years leading Customer Experience or Customer Success teams in SaaS environments.
Strong experience in adoption retention and expansion models.
Deep understanding of SaaS experience metrics.
Experience with CRM support and automation tools.
Strong data analysis and dashboard interpretation skills.
Proven ability to design scalable efficiency-oriented processes.
Soft Skills
Clear communication and strong empathy.
Analytical thinking and ability to simplify complex problems.
Leadership and people development skills.
Strong prioritization and execution focus.
Curiosity adaptability and continuous improvement mindset.
Hands-on attitude combined with strategic vision.
Ideal Candidate Profile
Proven experience leading Customer Experience or Customer Success teams in SaaS.
Ability to balance strategic thinking with hands-on execution.
Strong systemic view of the user journey and its impact on revenue.
Track record of driving improvements in adoption retention and value delivery.
Comfortable working cross-functionally and influencing without authority.
Strong affinity for data technology and automation.
Not a Match If You
Prefer a purely reactive or support-only role.
Are uncomfortable working with metrics data and structured processes.
Resist automation AI or cross-functional collaboration.
Lack a scalable mindset or operational discipline.
Your First Year at Alegra
03 months
Deep diagnosis of the user journey processes metrics and team structure.
Identification of critical friction points and quick wins.
46 months
Implementation of key improvements automations and communication standards.
Establishment of metrics rituals and feedback loops with key teams.
712 months
Visible impact on retention churn NPS/CSAT and adoption.
Consolidation of a scalable data-driven User Experience model.
Compensation & Benefits
Competitive salary aligned with experience and market benchmarks.
100% remote work from wherever you are.
Long-term employment relationship not a freelance arrangement.
Opportunities to lead global impact initiatives in a multicultural environment.
Access to learning platforms training programs and a digital library.
Health coverage and two personal care days per year in addition to vacation.
Workspace upgrade allowance and a birthday celebration dinner.
A culture built on autonomy continuous learning and collaboration.
Ready to Scale with Us
At Alegra we empower people to reach their best version while transforming how SMEs run their businesses.
We believe that the best talent thrives in dynamic tech-driven and purpose-oriented environments.
If youre passionate about growth technology and building high-performing teams wed love to meet you.
Steps in the Process
Send us your updated CV highlighting your alignment with the role.
Meet our Talent team for a conversation about culture expectations and your career journey.
Complete psychometric evaluations to deepen our understanding of your profile.
Meet your future leaders and evaluation team.
If its a match well send you a formal offer and define your start date.
FAQs
How long does the process take
Between 2 and 4 weeks depending on the number of conversations deliverables and evaluations. We aim for depth and quality at every stage.
I havent received a response. What should I do
Check all your inbox folders (Spam Promotions Social).
If you still cant find a response feel free to contact us were here to help.
What if I have trouble attending a conversation or completing a task
No worries. Let us know and well support you.
Ready to Build the Revenue Engine of the Future
At Alegra we empower people to reach their best version while transforming how SMEs run their businesses.
If youre passionate about revenue strategy technology automation and high-performance teams wed love to meet you.
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
