Customer Experience Manager - Premium Credit : Job Details

Customer Experience Manager

Leatherhead, Surrey

Why work for us?

You want to bring your expertise to a market leading company, creating exceptional experiences for our Customer and Partners.  You’ll be working collaboratively across the organisation including with the Chief Operating Officer, P&L Owners and Change Management teams.  This is an exciting role that is pivotal in the delivery of our strategy.

• Competitive salary £60,000 to £75,000 per annum (dependent on experience)
• A workplace pension scheme
• Hybrid working, with collaborative days in our Leatherhead office
• 25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year
• Private health and dental cover
• Support and investment in your personal development
• 24/7 access to Employee Assistance Programme and Mental Health First Aiders

What we do

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners- and growing.

We are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.5 and a Silver Sustainability medal.

The Role

This is an exciting time of growth for us, and we are hiring a Customer Experience Manager to help us continue this success. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people.

Reporting to the Customer and Partner Experience Director, you’ll use your expertise in understanding customer needs, mapping and owning customer journeys and driving great outcomes.

You will:

- Gather information to enable effective service design (Propositions, Products and Personas for both Customer and Partners)

- Create and maintain a Customer Journey Library, using appropriate tools and techniques to map ‘as-is and ‘to-be’ journeys

- Collaborate with teams across the business to review changes to the trading environment and competitor offerings

- Capture, track and update ‘pain points’ form across various journeys, understanding the impact and scale

- Act as the ‘Voice of the Customer’ to champion and drive improvement, utilising BAU and Change routes to address outstanding ‘pain points’ and achieve the aspirational experience

Who we are looking for

If you’re an individual who thrives in a fast-paced environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience.

To be successful as our Customer Experience Manager, you will have experience in customer journey mapping.

- You’ll have a proven track record of driving Customer Experience change

- You have an analytical mindset and critical thinking abilities

- You work at pace, demonstrating organisational and planning skills

- You’re curious and have a desire to get under the skin of issues

- A natural collaborator and communicator, you’re able to tell the story and engage your audience

It would be beneficial if you have experience in the insurance or financial services industries, as would Lean Six Sigma experience and project management skills.

We are committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to

If you are made an offer of employment you will be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. We are open to part-time working and job share.

By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. To view our Privacy Notice please go to: https://Recruitment-privacy-notice

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

So, if role appeals to you and you’re looking to join an industry-leading organisation, please apply. Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply? And if you’re in a job share just apply as a pair. We look forward to hearing from you.

Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.

We are not engaging agency support for this role and respectfully ask that agencies do not submit unsolicited candidate details to Premium Credit Limited in relation to this role.