ExecutiveFull TimeEN
At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.
We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.
Ready to make your mark? Join us and be part of something bigger.
Main purpose of the role & responsibilities in the business:
The Head of Customer Operations is accountable for designing, leading, and scaling the customer operations capability that underpins Customer Experience for Kainos’ Workday Products. Reporting to the Chief Customer Officer, the role ensures a consistent, data‑led approach to measuring customer health, identifying risk, and enabling Customer Experience teams to deliver long‑term value, retention, and growth.
Your key responsibilities will include:
Designing and leading the Customer Experience operating model for Workday Products, ensuring clarity, consistency, and scalability across the customer lifecycle
Defining, owning, and embedding a customer health framework, including success measures, leading indicators, and risk thresholds
Implementing and operationalising a single, trusted view of the customer, ensuring adoption across Customer Success, Professional Services, Support, Sales, and Product teams
Evaluating customer insight and performance data to proactively identify risk, adoption issues, and value leakage, enabling early intervention and recovery planning
Partnering closely with Customer Experience, Product, Engineering, Sales, and Finance leaders to deliver joined‑up customer outcomes and lifecycle governance
Creating and evolving scalable processes, playbooks, and operational rhythms that enable Customer Experience teams to focus on high‑value customer engagement
Providing clear operational reporting and insight to senior leaders to inform prioritisation, investment, and strategic decision‑making
Leading continuous improvement initiatives to simplify customer journeys, improve time‑to‑value, and support growth in products, customers, and revenue
Minimum (essential) requirements:
Experience operating at senior leadership level within Customer Operations or Customer Experience functions
Strong expertise in customer health measurement, risk management, and lifecycle analytics
Proven ability to design and scale operating models in a product‑led or SaaS environment
Demonstrated experience implementing and embedding customer experience platforms (e.g. Gainsight) to create a single customer view
Strong stakeholder management skills, with the ability to influence across senior, cross‑functional audiences
Excellent analytical and decision‑making skills, with a data‑driven and commercial mindset
Ability to operate effectively in a fast‑paced, complex, and evolving environment
Desirable requirements:
Experience working with or alongside Workday Products or within the Workday ecosystem
Exposure to subscription‑based, retention‑led commercial models
Experience operating within a matrixed or scaling organisation
Ideally someone with 10+ years of experience in Customer Operations
Familiarity with the following software/tools/frameworks: Gainsight, CRM platforms (e.g. Salesforce), Customer health & lifecycle analytics, Operational KPI frameworks
At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field.
Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.
We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.
