Head of Customer Experience & Insights

About the role

Ello is looking for a senior leader to own the end‑to‑end loop that turns family feedback into product decisions. Reporting to the Chief Experience Officer, you will shape how the company listens to parents, teachers and children across the US, Kenya and future markets.

Key responsibilities

• Design, implement and run a unified system that collects insights from support tickets, surveys, parent calls, playtests and safety reviews.
• Prioritise and translate qualitative and quantitative feedback into clear product backlog items for sprint planning.
• Close the feedback loop by communicating actions taken back to families.
• Lead a small team based in Nairobi and collaborate with the Kenya Growth Lead to expand research in Rwanda.
• Partner closely with product, engineering, design and executive teams to ensure insights influence roadmap decisions.

Required profile

• Proven experience leading customer‑experience or insight functions in a fast‑moving product environment.
• Strong track record of turning qualitative data into actionable product priorities.
• Excellent communication skills and ability to work across multiple time zones.
• Experience managing remote or international teams.

Required skills