Head of Customer Experience - Michael Page Business Support : Job Details

The Head of Customer Experience will lead the customer service function, ensuring compliance with FCA regulations and delivering high-quality service. You will manage and grow a team, drive system improvements, and implement strategies to enhance the customer journey and operational efficiency.

Client Details

Our client is a growing company in the high-cost, short-term lending sector, recently acquired by a leading investment group. With plans to expand and improve their customer service, they are looking for a Head of Customer Experience to lead the transformation of their customer service and operations.

Description

As Head of Customer Experience, you will lead the customer service function, ensuring compliance with regulatory requirements while providing great service. You will help grow and manage a team, improve systems, and deliver projects that improve customer outcomes and operational efficiency. This is a great opportunity for someone with experience in lending or financial services and knowledge of Consumer Duty and FCA regulations.

Key Responsibilities:

• Strategy & Leadership: Develop a clear CX strategy that aligns with business goals and regulatory requirements.
• Policy & Process Improvement: Oversee customer-facing policies and processes to meet FCA and Consumer Duty standards.
• Team Management: Lead and develop a growing team, including managers and advisors. Foster a culture of growth and high performance.
• System & Process Improvement: Lead projects to improve systems and automate processes for better efficiency and customer experience.
• Compliance: Ensure the delivery of Consumer Duty projects and that customer outcomes are a priority.
• Data & Analytics: Use data to make informed decisions, manage risks, and report on customer outcomes.
• Customer Journey: Improve the customer journey, from onboarding to retention, ensuring smooth and effective processes.
• Collaboration: Work with internal teams to ensure alignment with business and regulatory goals.
• Retention & Forbearance: Develop customer retention strategies and ensure the right forbearance practices are in place.

Profile

About You:You will be a hands-on leader with a strong understanding of customer service and compliance in a regulated environment. You should have experience leading teams, managing customer service operations, and improving processes to drive better customer outcomes.

Essential Skills & Experience:

• Experience in a Customer Service or Collections leadership role in financial services, ideally in high-cost credit or lending.
• Strong understanding of FCA regulations, Consumer Duty, and forbearance practices.
• Proven ability to develop and implement customer experience strategies.
• Experience in system improvements and using data for decision-making.
• Strong leadership skills with a focus on team growth and performance.

Desirable:

• Knowledge of competitors in high-cost credit or fintech.
• A passion for improving both customer outcomes and employee engagement

Job Offer

• Competitive salary range of £80,000 - £90,000, with bonus opportunities.
• Be part of a growing business backed by a major investment group.
• Work in modern offices with a collaborative and dynamic team.
• Lead and develop your team, with opportunities to grow and build talent within the business.
• Report directly into CEO level, allowing for influence and strategic decision-making.
• Play a key role in shaping the future of the customer experience function within a fast-paced, evolving industry.