Founding Customer Experience Lead

The Company We’re Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission. We’re on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death. But we can’t do it alone, and that’s why we’re assembling a team of top performers to build with us. Ready to be part of something big? The Role As a Customer Success Specialist at Octopus Legacy (internally known as ‘Legacy Specialist’), you’ll guide people through some of the most meaningful decisions of their lives - and help them feel calm, confident and supported at every step. You’ll be the first voice our customers hear, the trusted advisor who explains their options clearly, and the problem-solver who ensures everything runs smoothly from the very first conversation to the final document. You’ll blend empathy with commercial awareness: supporting people during emotional moments while helping them choose the services that genuinely meet their needs. We want to be honest -  it won’t be easy. You’ll be speaking to people at difficult and emotional moments in their lives, often when they need guidance and reassurance the most. You’ll sometimes deal with complexity, high emotion, and situations where you’re holding space for someone who really needs support. It takes resilience, calm under pressure, and the ability to stay warm and clear even when conversations are tough. But if you’re someone who finds purpose in helping people when it matters most - and you thrive in a fast-paced, high-ownership environment - this role can be incredibly rewarding. You’ll have the freedom to be human - no scripts, no robotic call targets. With the right tools, trust, and training, you’ll take full ownership of the customer journey and spot opportunities to add value. At Octopus Legacy, how we work matters as much as what we do. As part of our founding Customer Success team, you’ll join at a pivotal time - helping us scale, shape the way we work, and deliver the best possible experience for our customers. Our values are simple: Customer-First. Work hard. Stay optimistic. Key Responsibilities: * Be the first point of contact for customers via phone, email, and chat - guiding them with clarity, warmth, and confidence. * Understand customer needs and recommend the right estate planning products and services. * Lead consultations, explain options clearly, and help customers make informed decisions. * Own the customer journey end-to-end - from initial enquiry to booking and document delivery - ensuring a seamless experience. * Hit and exceed personal and team targets for engagement, conversion, and customer satisfaction. * Keep accurate and confidential customer records. * Share insights and ideas to improve processes, resources, and the overall customer experience. * Collaborate across teams to drive efficiency and elevate service. * Bring energy, initiative, and a problem-solving mindset to help the team grow and succeed. Who Are You? * A compassionate communicator who builds trust easily - especially when conversations are tough. * Experience in sales, customer service, estate planning or other advisory roles. * Target-driven and commercially aware, with a desire to help customers choose what’s right for them. * Resilient and adaptable, with an ability to stay calm in high-pressure situations. * Organised, attentive to detail, and comfortable managing multiple priorities. * Proactive and solutions-focused, always thinking about how to make things better. * Confident using CRM tools and technology. * A team player who leads with kindness and genuinely cares about doing meaningful work. Why You’ll Love It Here * We’re part of a group that believes work should mean something. You’ll be trusted to do what’s right, supported to grow, and encouraged to share your ideas and shape the way we work. * You’ll be part of a team you can truly count on - colleagues who support each other and always put customers first, every day and at every step of your journey. * A fast-growing business with room to learn, grow and influence change. * Plenty of opportunities to learn, develop your skills and make a real impact. * Competitive commission structure, great benefits and opportunities to progress. Our Mission Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone. Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one. Death can come between us, leaving mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen.  Benefits: * Octopus share incentive scheme. * 27 days holiday + extra day off for your Birthday. * Work from anywhere in the world for up to 4 weeks per year. * Vitality Health & Life Insurance.  * Pension scheme. * Enhanced parental leave. * Free Will & LPAs + discounts on other Octopus services. * Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme. * Octopus Giving: we match any charitable fundraising that you do up to £500.  * Octopus Springboard: where we help our employees become fully-fledged entrepreneurs. * Dog friendly office. * Breakfast every day, snacks and wellness activities. We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

About Odin Private markets are overdue a design transformation, and there is still no design-led company setting the standard for the category. Most products in the space look and feel like a bank statement from 2009. We’re looking for someone to help us change that. Odin is building infrastructure for the future of private markets. We believe capital is one of the most powerful tools for shaping the world - and more people should be putting it to work. Our mission is to make it radically easier to raise and deploy capital, so that anyone, anywhere, can back the companies and ideas they believe in. Our first product is a full-stack platform for launching and running private investment firms - think Shopify for VC and PE. We handle all the infrastructure: from legals and investor onboarding to KYC/AML, payments, tax, reporting, and exits. We’re already trusted by over 10,000 angels, VCs, and founders. We administer over $500m in assets, covering investments from pre-seed to series E. This includes household names like ElevenLabs, OpenAI, SpaceX, xAI, Anduril, etc. but also new companies creating everything from synthetic brains to small nuclear reactors. Mission We’re looking for a senior design leader who combines exceptional visual craft with systems-level product thinking. You’ll play a central role in defining and elevating the customer experience at Odin as we prepare for a major US launch. The scope here is intentionally broad. Your remit spans across product and visual brand identity. You’ll help evolve our brand identity alongside the founders, expressing the philosophy, ambition and cultural stance of a company that is rethinking what progress means and how we get there. Working with our existing designer, our Head of Product and the wider product team, you’ll help set the design direction for the company, raise the quality bar and shape how design operates as we grow. You’ll bring experience and conviction to make strong design decisions quickly, while creating the systems, practices and feedback loops that allow consistently excellent work to scale. You’ll remain close to the work: exploring complex problems, building and testing prototypes, speaking directly with customers and translating what you learn into polished, production-ready experiences. You won’t be stepping into a finished structure. You’ll be helping to shape the next stage of it. Your remit spans both product and brand. You’ll turn complex, regulation-heavy workflows and dense interfaces into experiences that feel clear, intuitive and inevitable. Your Must-Have Qualities We value designers who combine rigorous reasoning, high agency, exceptional craft and deep customer empathy. You’ll succeed in this role if you are: * Deeply user-centric: You advocate for the customer and care about how people experience the product. You use interviews, data and observation to understand real behaviour—not just what users say. * Exceptional in your craft: You have a highly developed eye for composition, hierarchy, interaction and detail. You create polished, cohesive experiences and hold the shipped product to a very high standard. * Reasoned and curious: You challenge assumptions, ask sharp questions and look for root causes rather than applying surface-level fixes. * Decisive with strong judgment: You make thoughtful trade-offs between speed, quality, complexity and compliance. You explore enough to make an informed decision, form a clear point of view and move quickly. * High agency: You don’t wait for perfect information or detailed direction. You identify what needs to happen, bring others with you and take responsibility for moving the work forward. * Systematic about discovery: You build repeatable ways of learning from customers, test assumptions early and establish regular feedback loops rather than treating research as a one-off stage. * Clear and collaborative: You articulate your thinking simply, write clearly and give engineers the context and detail needed to build what was intended. You debate constructively, respond well to feedback and operate with conviction without ego. * Comfortable with complexity and ambiguity: You create structure from incomplete information and navigate technical, regulatory and operational constraints without losing momentum. * Outcome-driven: You care about what happens after something ships. You measure impact and ensure your work genuinely improves the customer experience, business outcomes or operational efficiency. Your Experience Must-Have * 8+ years of product design experience, with a strong track record of shaping complex products end to end. * Experience as an early or senior designer within a high-growth product team. * In-house experience, with ownership of complete customer journeys rather than isolated screens. * A portfolio demonstrating exceptional visual design, polished production-ready UI and measurable business or customer impact. * Strong information architecture, interaction design and prototyping skills. * The ability to produce high-quality work at pace, make confident visual decisions and maintain a consistently high bar across the product. * Strong systems thinking, with experience designing complete workflows spanning user actions, communications, automations, permissions, operational processes and technical constraints. * Experience designing complex, multi-party products or working within regulated environments. * The ability to independently lead discovery, including customer interviews, assumption validation, prototyping, usability testing and iteration. * Experience establishing structured, repeatable customer-research and feedback practices. The Hiring Process 1. Interview with Imani, our Head of People & Talent – In this session, you’ll unpack the role and learn more about us, while she ensures you're the right fit for the position (30-45 mins). 2. Interview with Mary, our Co-CEO & Co-Founder – During this initial interview, we’ll touch on topics like culture, values, and your experience to see if there’s alignment on both sides (60 mins). 3. Live Workshop with Mary and Laurits, our Head of Product – This session will focus on your product and systems thinking. (90 mins) 4. Live Workshop with Mary and Laurits – This is where we assess visual craft with a narrowly scoped, UI-focused task. (90 mins) 5. Trial Day (Paid) – We’d like to make an offer, but want to ensure that you experience working with us in a real-world setting and get a feel for our team dynamics and processes. This trial allows both sides to see if the fit is right before making a long-term commitment, ensuring mutual success. We'll fly you to the UK to meet the team in-person. Our process typically runs over two weeks. We share detailed feedback within 24 hours of each interview stage and aim to line up next steps quickly so momentum isn’t lost. Salary The salary band for this role is £105,00 - £135,000 + equity options. During the hiring process, we'll assess your experience and capabilities to determine your starting salary. Working at Odin We’re a London-based team. This is a role where being in the office - working closely with the founders and wider teams - makes a real difference. The speed and intensity we operate at make in-person collaboration crucial, and we expect at least three days per week in the office. Benefits * Health: Private health insurance (Vitality), paid sick leave including support for pregnancy loss and fertility treatments, and access to Spill for mental health support * Wellness: £1,000 annual budget for health, therapy or fitness * Parental Leave: Enhanced maternity, adoption, paternity and partner leave * Pension: 4% employer contribution with salary sacrifice options * Time Off: 25 days annual leave, 2 wellness days and flexible bank holidays (33 days total) * Work From Anywhere: Up to 6 weeks per year working from anywhere globally * Birthday Leave: An additional day of leave