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.
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.
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.
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
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
HR Discussion with the Talent Acquisition Team
Strategic Discussion with Senior Leadership
Operational Case Study Presentation
Final Executive Discussion
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.
NEXT is a global fintech group. We own & operate FundedNext, a leading prop trading platform, and are expanding into the CFD broker industry.
We are a team of 450+ diverse professionals operating across 5 countries, serving over 220,000+ daily active traders from 170+ countries.
