Job Description
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
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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 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
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