Head of Customer Experience

We are working with a key client in the high-cost, short-term lending sector, recently acquired by a prominent investment group eager to establish best-in-class Customer Experience (CX).

With a renewed focus on growth, compliance, and customer-centricity, we are looking for an exceptional Head of Customer Experience to lead and transform our customer service and operations.

Client Details

As a leading lending business specialising in providing essential financial services to customers when they need it most.

This company operates and is committed to ensuring fair and transparent practices across all interactions.

Their culture is built on diversity, inclusion, and strong leadership. Priding themselves on fostering an environment where innovation and collaboration thrive, and our team members are empowered to make a real impact. This role works directly with the Managing Director, with a dotted line into the investors, giving you the opportunity to contribute strategically at the highest level.

Description

As the Head of Customer Experience, you will play a pivotal role in shaping the department's future. You will develop and implement strategies, policies, and processes to ensure exceptional customer outcomes while meeting the regulatory demands of Consumer Duty requirements. This is an exciting opportunity for a dynamic leader who thrives on delivering innovative CX solutions in a fast-paced, high-cost credit environment.

The Customer Service team has ambitious plans to grow significantly in 2025, doubling the size of the advisor team. You will also spearhead critical system improvement projects, ensuring all platforms and tools are optimised to support seamless operations and customer interactions.

• Strategy & Leadership: Develop and execute a forward-thinking CX strategy aligned with regulatory requirements and best practices.
• Policy & Process Development: Review and enhance customer-facing policies, processes, and systems to ensure compliance with FCA regulations and Consumer Duty standards.
• Team Growth & Management: Lead and expand the team, including a Customer Service Manager, Junior Manager, QA agents, and 12 advisors, with plans to significantly increase the size of the advisor team in 2025. Foster a culture of professional development and career progression.
• System Improvements: Lead the evaluation and implementation of system upgrades and process automation to streamline workflows, improve efficiency, and enhance the overall customer experience.
• Consumer Duty Compliance: Drive the delivery of Consumer Duty projects, ensuring that customer outcomes remain at the heart of all decision-making processes.
• Data & Analytics: Collaborate with the Head of Analytics to leverage data for insight-driven decisions, manage risk, and enhance reporting on customer outcomes.
• Customer Journey Optimisation: Identify and address gaps in the customer journey, from onboarding to retention, ensuring processes are seamless and customer-focused.
• Stakeholder Engagement: Work closely with operations, collections, and compliance teams to ensure alignment with business objectives and regulatory frameworks.
• Retention & Forbearance: Establish effective customer retention strategies and forbearance practices to meet customer needs while maintaining business sustainability.

Profile

To succeed in this role, you will be a strategic thinker with a hands-on approach, capable of inspiring teams and driving cultural and operational change.

Essential Skills & Experience:

• Proven experience in a similar leadership role within financial services, preferably in high-cost credit, challenger banks, or similar regulated industries.
• Deep understanding of FCA regulations, Consumer Duty requirements, and customer forbearance practices.
• Strong background in developing and implementing CX strategies, policies, and processes.
• Expertise in system improvement initiatives, including the selection and implementation of new tools and technologies.
• Analytical mindset with the ability to interpret complex data and drive decisions through insights.
• Demonstrated success in leading both small and large customer service operations, with a focus on progression and reward structures.
• Excellent interpersonal skills with the ability to engage and challenge stakeholders effectively.

Desirable Attributes:

• Familiarity with competitor practices in high-cost credit environments.
• Passion for creating a culture of excellence in customer outcomes and employee engagement.

Job Offer

This role offers a competitive salary of circa £80,000, along with a 10% bonus based on performance.

• Be part of a company with ambitious growth plans, backed by a major investment group.
• Lead transformative system improvement projects to optimise the customer experience.
• Work in a collaborative, customer-focused environment that values innovation and progression.
• Play a key role in the significant growth and development of the Customer Service team in 2025.