All of us are going to die. It’s a fundamental, tragic, romantic part of what it is to be human. But the services that should be supporting us haven't changed in decades.

From writing your will to planning a funeral, the way we deal with death is formal, complicated and expensive. Instead of feeling supported, people feel lost.

But it doesn’t need to be this way. We started Farewill to make the experience warmer, brighter and friendlier.

We’re the UK's biggest will writer and one of the leading funeral companies in the country. Our generous customers have pledged over £800 million to charities, through donations left in their wills.

We’re backed by top investors who are as excited by our mission as we are, and we’ve won awards for the work we’ve done. But there’s a lot more to do.

We’re looking for a Head of Customer Experience (CX) & Probate Strategy Lead to lead the majority of our customer-facing teams and set the strategy and commercial goals for our Probate offering. This is a unique role, with a roughly 80/20 split of how you’ll spend your time across these two remits. You’ll report to our COO, be a member of our leadership guild and work hybrid in our East London office.

As our Head of CX, you will be tasked with setting a sky high bar for our customer-facing teams in Wills, Probate and CX, and championing our value of Customers First. We’re looking for someone to drive a high performance culture and set the standard for excellent service. We are already proud of our warm, empathetic and detail-oriented approach we take to our customers, making this an excellent opportunity for someone who loves helping teams and processes go from good to great. You’ll own both qualitative services metrics like NPS and quantitative metrics like cost to serve, and lead the strategic initiatives for improving them.

As our Probate Strategy Lead, you will coordinate and lead on the quarterly strategy and planning for our Probate product line. This includes setting the context and level of ambition for our OKRs, proposing key initiatives and cross-functional planning across product, sales, growth and legal.

Making your application as smooth as possible:If this sounds like what you’d love to be doing, we can’t wait to hear from you. If you’re not sure that you exactly fit the above criteria, get in touch anyway. Ability and attitude is just as important as experience.

At Farewill, our mission is to change the way the world deals with death. To do that, we want to build a workplace that’s great for everyone, that celebrates diversity in all its forms, and where everyone who works for us is treated fairly, equitably and respectfully.