Head of Merchant Experience (MX)
Remote · United Kingdom
Job Summary
Head ofMerchantExperience to build and lead the MX function within Product. Own end-to-end merchant journey from discovery and onboarding to live operations and long-term growth. Lead a multidisciplinary team spanning product, design, engineering and AI, collaborating with Marketing, Sales, Operations and Customer Success to make the payments platform easy to discover, integrate and operate. Define the vision, strategy and roadmap for MX as a new product discipline; establish operating rhythms, metrics and accountability; drive activation, adoption, and retention while removing friction. Push self-serve experiences while maintaining high-quality support; partner with Engineering to improve APIs and developer experience; explore AI-enabled merchant experiences across onboarding, analytics and productivity. Requires 10+ years in product/UX leadership, 4+ years leading teams, and a track record of delivering scale and commercial outcomes. The role envisions a remote team with presence across Europe, Africa and Asia.
Required Qualifications
- 10+ years across Product, Customer Experience, Platform or Digital Product leadership
- 4+ years leading multidisciplinary teams
- A proven track record of improving customer or user experiences at real scale
- Experience owning commercial outcomes — activation, retention, conversion, cost-to-serve
- Strong product and technology fluency; you can go deep with engineering when it counts
- Excellent communicator, written and verbal
- Comfortable with ambiguity and energised by the challenge of building something new
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