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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
