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Head of Customer Experience & Outcomes

Jellyfish Recruitment Limited
Posted 13 hours ago, valid for a month
Location

Glasgow, City of Glasgow G62 6EP, Scotland

Salary

£35,000 - £42,000 per annum

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Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • The Head of Customer Experience & Outcomes position offers a salary range of £100k - £110k and is located in Glasgow with hybrid working options.
  • Jellyfish Recruitment is seeking a strategic leader passionate about enhancing customer experience within a pioneering finance company.
  • This role is key to driving strategy and execution to elevate customer experiences and achieve positive business results.
  • Candidates should have a proven track record in a senior customer outcomes or experience role in the insurance or financial services sector, with extensive experience in writing and presenting board reports.
  • The successful candidate will play a crucial role in defining and optimizing key customer outcomes while ensuring compliance with regulatory standards.

Head of Customer Experience & Outcomes

Salary: £100k - £110k

Location: Glasgow / Hybrid working

Are you a strategic leader who is passionate about enhancing customer experience & outcomes?

Jellyfish Recruitment is excited to partner with a pioneering finance company seeking a Head of Customer Experience & Outcomes. This key role is instrumental in driving the overall strategy & execution aimed at elevating customer experiences & achieving positive business results.

As a rapidly expanding company in the financial services sector, you will play a crucial role in defining, measuring, & optimising key customer outcomes, ensuring compliance with regulatory standards, and fostering a customer-centric culture within the organisation.

About the role:

  • Spearhead the strategy & execution to elevate customer experience & drive business success across insurance portfolio.
  • Define, measure, & optimise key customer outcomes, including satisfaction, retention, & advocacy, in compliance with Consumer Duty regulations.
  • Develop & implement comprehensive customer outcomes strategies aligned with business objectives & regulatory requirements.
  • Utilise data-driven insights to understand customer behaviour, identify pain points, & optimise customer journeys
  • Ensure all customer-facing processes adhere to UK regulatory standards (FCA, PRA etc.).

About You:

  • Proven track record in a senior customer outcomes / customer experience role within the insurance or financial services sector.
  • Extensive experience in writing & presenting board reports.
  • Demonstrated success in driving positive customer-focused results & business growth.
  • Competent with CRM platforms & customer insight/feedback tools.
  • Strong relationship-building & cross-functional collaboration skills.
  • Excited by the chance to drive change & strategic direction for a fast-growing & successful business.

Benefits:

  • Enhanced holiday, maternity, & paternity leave
  • Access to industry-recognized qualifications
  • Social events throughout the year
  • Comprehensive employee wellbeing program

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.