Head of Customer Experience & Outcomes

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 financial or insurance 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-recognised qualifications
• Social events throughout the year
• Comprehensive employee wellbeing program