Job Description
Head of Engineering – Client Experience
Department: Engineering
Employment Type: Full Time
Location: London
Reporting To: Director of Engineering
Compensation: £110,000 - £137,000 / year
Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions.
Guided by our shared missions—‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’—we’re committed to transforming workplaces and improving people’s daily lives.
Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.
Your Role in our Mission:
As our Head of Engineering for Client Experience, you will lead the engineering strategy across all teams within our Client Experience cluster. These teams are responsible for the products and features that our clients rely on every day - including client administration, client onboarding, and member and scheme management.
Clients are central to our business. Without them, we risk losing the users who make our platform thrive, so preventing churn is mission-critical. You will guide a highly skilled Engineering team to build experiences that delight our clients, deepen their engagement with our platform, and empower them through self-service capabilities that reduce operational burden on our internal teams. You will oversee delivery of web-based products with an API-first cloud-based approach, applying your knowledge to simplify and refine operational processes.
What’s In It For Me?
A chance to be part of an extremely well established, stable and high growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package, including:
- A flexible holiday plan of up to 40 days per year
- £400 a year Wellbeing Allowance
- Private Medical Insurance
- Allowance for professional development books, E-books, and podcasts
- Contributory pension scheme
- Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
Click here to see our full suite of benefits and perks dedicated to supporting all aspects of employee wellbeing!
Flexible, Hybrid Working: Collaboration, connection as a team, and strong internal relationships are part of the “RG Magic” that makes our culture thrive. Our Engineering team works from our Dean Street office two days per week.
What You’ll be Doing:
- Lead engineering strategy across the Client Experience cluster, ensuring all teams are aligned on a shared vision for client administration, onboarding, and member and scheme management.
- Drive initiatives that prevent client churn by deepening client engagement, improving the administrative experience, and ensuring clients realise value from our platform quickly and consistently.
- Champion client self-service capabilities, identifying opportunities to automate workflows and empower clients to manage their own configurations, reducing operational burden on internal teams.
- Contribute to the definition and delivery of Engineering roadmaps, anticipating technical challenges and managing interdependencies across the cluster and with adjacent teams.
- Oversee the entire software development lifecycle, from conception to deployment and maintenance, ensuring high-quality outcomes across all phases.
- Implement best practices in coding, testing, and maintenance to enhance system scalability, reliability, and performance - particularly for the complex configuration and data management workflows that underpin client administration.
- Ensure compliance with relevant data protection and security standards, given the sensitive nature of client and member data managed by these teams.
- Set a high bar for software engineering excellence, emphasising efficiency, performance optimisation, and high availability.
- Act as a mentor to tech leads and managers across the Engineering organisation.
Experience and Skills You Need in this Role:
- Experience in leading and managing large teams or projects in a B2B SaaS environment, ideally with exposure to client administration, onboarding, or similar back-office product domains.
- Track record of partnering very closely with the Product team to deliver the best outcomes for our clients and the users they serve.
- Strong technical expertise in API development, coupled with a deep understanding of software architecture and design patterns - particularly those that enable extensibility and configurability for diverse client needs.
- Proven expertise in cloud technologies, particularly AWS, with the ability to deploy and manage scalable cloud-based solutions.
- Broad understanding of B2B SaaS dynamics, including client lifecycle management, churn prevention, onboarding experience, and self-service product design.
- Be driven by data and experiments to improve client experience and reduce operational overhead.
- Excellent analytical and problem-solving skills, capable of making data-driven decisions.
- Experience communicating with senior stakeholders including executives, clients, and internal operational teams.
- Ability to thrive in a fast-paced, continuously evolving environment, fostering a culture of innovation and excellence.
The Interview Process:
- Screening call with a member of the Talent Team
- Interview with the VP of Engineering & Director of Product for Client Experience
- Interview with CTO, CPO
At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it’s about creating an environment where everyone can thrive, feel supported, and contribute to our mission of making the world a better place to work.
