Experience

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Selected achievements from Alex Joyce’s executive career across senior leadership roles.

Professional Services: led a 161-person organisation with a £13m P&L at IRIS Software Group. Increased chargeable-resource utilisation to more than 70%.

Customer and platform change: migrated 4,500 customers to a new software platform and integrated a further 1,700 schools and 2.5 million parents following acquisitions.

Customer performance: improved NPS from −82 to +34, reduced SaaS onboarding from 30 days to 5 days and reduced churn to below 5%.

Commercial leadership: led the sale of a SaaS business, including negotiation and due diligence, alongside major acquisitions and integrations.

A software business needed to redesign customer operations and improve service performance.

The work reviewed processes, team structure, customer-contact data and technology. Onboarding, training and technical support became distinct teams, with documented processes, clearer responsibilities and new KPIs.

A cloud contact centre and Salesforce CRM supported customer interactions, while regular collaboration with development teams helped address recurring issues and improve the customer experience.

NPS improved from −82 to +34.

Alex has built Customer Health and ARR Risk models in HubSpot for a multi-million-pound SaaS customer portfolio, and led AI initiatives across Customer Support and Customer Success.

This experience connects customer information with operational decisions: understanding account health, identifying risk and helping teams prioritise the actions that matter.

European facilities mobilisation: completed due diligence, negotiated specialist service contracts and coordinated the transition to an outsourced FM model across manufacturing sites in Central and Southern Europe.

Utilities headquarters: managed a corporate office project for up to 300 staff, including design, procurement, staff engagement and executive reporting. The project delivered estimated annual operating efficiencies of £600,000 and a 15% reduction in carbon emissions.

Property-management outsourcing: developed and mobilised an operating model covering 1.1 million square feet of commercial offices, with cross-functional stakeholder involvement and executive approval.