Head of Customer Experience at Thndr

ABOUT THE ROLE Thndr is building the infrastructure for retail investing in the Middle East. We've grown a customer base that increasingly demands sophisticated, fast, and trust-building support, and we're at the point where CX needs to be a strategic capability, not just a service function. This role owns that transformation. Thndr is redefining what customer experience looks like in fintech. You'll take ownership of a function that currently handles support at scale and build it into something more deliberate: better systems, clearer performance standards, smarter use of AI, and a closer feedback loop with Product and Operations.   WHAT YOU'LL OWN The function's strategy and structure You'll define the operating model: how the team is organised, how performance is measured, and what good looks like at every level. You'll build the supervisory layer, own hiring, and set the performance cadence across the team. - Design the org model: by tier, channel, product, or some combination — and make the case for why - Set the KPIs the function is held to and the targets behind them - Hire, develop, and restructure the team as Thndr's product surface and customer base evolve - Own the performance cadence: supervisor 1:1s, agent development plans, team-wide feedback loops The AI and tooling stack Thndr is building an AI-native support function, not bolting AI onto a legacy operation. You'll own and define how automation reshapes agent workflows over time. For the right person, this is the most intellectually interesting part of the role. - Own AI Tooling: configuration, guidance rules, topic boundaries, escalation logic, and handoff behaviour - Run structured testing: simulate edge cases, audit responses, identify failure modes, iterate - Close the loop between AI performance signals - Build automation that reduces repetitive agent workload and improves time-to-resolution - Own the CX knowledge base — Help Center articles and SOPs across Thndr's full product surface. This content is the foundation the AI runs on; the quality of what you write directly determines how well the system performs and how much customers can self-serve The insight and influence layer CX sits on some of the most valuable signal in the company: what customers struggle with, what they trust, what breaks. You'll be the person who turns that signal into action, both within CX and across the organisation. - Analyse contact driver trends and translate findings into recommendations for Product and Operations - Synthesise support data and frontline observations into exec-ready insights - Act as the internal voice of the customer — not just reporting problems, but framing solutions - Partner with Product and Operations on launch readiness ahead of every feature release or corporate action Day-to-day operations You'll build and own the operating infrastructure that keeps the team running at scale — and you'll hold yourself to the same standard you hold the team to, including stepping into the queue during surges. - Oversee queue management, workload distribution, shift scheduling, and SLA adherence across all channels - Design staffing models and coverage plans calibrated to volume patterns - Manage routing logic and inbox structures so the right issues reach the right people - Maintain and enforce quality standards consistently across all interactions - Serve as the escalation point for complex or high-stakes customer issues WHAT WE'RE LOOKING FOR We're not looking for someone who has spent their career in support operations. We're looking for someone with sharp analytical instincts, a builder's orientation, and the operational discipline to execute at pace in a complex environment. The background that sets you up well: strategy consulting, investment banking, business operations, or a high-ownership generalist role at a fast-growing company. If you've led teams, worked cross-functionally, and made decisions with imperfect data, this will feel familiar, even if the context is new. Specifically: - Demonstrated ability to structure ambiguous problems and build systems that scale - Strong analytical skills; you're comfortable with data, and you know how to turn findings into a clear narrative - Experience managing and developing people, with high standards for both performance and culture - Fluency in Arabic and English - Genuine curiosity about AI and automation, you'll have more leverage here than anywhere else in the company - Prior CX or operations experience is a plus, not a prerequisite   WHY THIS ROLE You'll have real authority over something that matters. CX at a fintech isn't just a support function, it's where customer trust is won or lost. You'll have the budget, the mandate, and the visibility to build it properly, and you'll have direct access to leadership to make sure your insights land. The scope is deliberately broad because we want one person who owns the outcome, not a committee who shares accountability. WHO ARE WE? Thndr was founded on a bold dream to democratize access to investing through smart tech and human-centric design. This is simply our way of saying we give anyone with a smartphone the simple and easy access they need to preserve and grow their wealth. At the same time, we’re shaping the future of investing while actively driving the economies we serve by promoting local investment products. History has shown that investing is the single greatest way to build long-term wealth, but before Thndr, only a very small percentage of people had access to it due to: - High barriers to entry — In the form of excessive minimum account balances, complex, outdated onboarding, and low financial literacy. - Irrelevant experience — Catered toward expert traders and financial specialists, therefore alienating the majority of the population. - Fragmented offering — Investment products were not gathered in a single, intuitive outlet. We don't just talk about change, we deliver it. Here's a glimpse into our impact so far: - 5.5 million app downloads - EGP 1B+ average daily traded value across 2025 - #1 digital investing platform in Egypt for the third consecutive year - 76% of users are first-time investors - 40% of our users come from outside of capital cities and have previously had limited access to financial institutions Building on the success of our core platform, we are continuing to change culture and break down barriers by launching Rumble, the subscription-based investment recommendations platform. Rumble was born with the vision to empower everyday individuals to build wealth confidently and intelligently through access to timely and in-depth advice from the industry’s top experts. Going beyond traditional investment advice, it offers long and short-term investment recommendations and financial content through engaging articles and videos that guide users on their financial journey and maximize their returns. At Thndr, we're looking for people driven by our mission to help us democratize investing across the MENA region.