The Role Reporting to the CPO, you will be a strategic lead within our global People team. We don't follow the standard HR playbook; we need someone who actively challenges "the way it's always been done" to build better solutions. You will partner with your own commercial client groups (with the assistance of the People Advisor) and drive the People Operations and projects that shape our global culture. What we're offering you: Summer Fridays Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days) Hybrid working - 3 days a week in the office Closed for Christmas holidays - Extra days not taken from your annual holiday allowance. Work from anywhere for 2 weeks a year Life Assurance and Income Protection to protect your loved ones Benefits allowance for health, dental, and vision coverage Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents Defined Contribution Pension and Salary Sacrifice Scheme Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families Family Forward support for our MVF parents and their mini-mes 2 charity days a year Free breakfast when in the office Responsibilities: Business Partnering Partner effectively with commercial client groups which will involve working across all levels, including with Director and C Suite stakeholders. Being a critical strategic partner to achieve organisational goals. Acting as a champion of MVF's culture by delivering pragmatic commercial advice that enables fast pace change, enhances engagement, DE&I and supports business objectives. Working with stakeholders and People Team colleagues to develop, implement and measure the success of relevant innovative People Initiatives for the client groups, ensuring there is alignment to the overall business objectives. Act as Lead for employee engagement initiatives within client groups or company wide. Manage organisational change programmes within your client groups including (but not limited to) any organisation design or redundancy programmes to ensure organisational design is fit for purpose. Support M&A activity, specifically managing the integration of new team members into your client groups and acting as an ambassador of our culture during any M&A process. Working with the Chief People Officer, lead the Talent Management process within your client groups by working with directors to identify top talent to determine solutions that develop MVF's future leaders. Coach and develop managers to manage performance effectively and to apply commercially viable performance improvement measures where necessary. Working with your client groups and across the business to embed and deliver a positive performance management framework. Lead and partner on MVF's Reward Framework within your client groups, including pay parity, benchmarking and fair implementation of pay. Quarterly salary review processes for your client groups. Partner with the senior People Team on our L&D approach, embedding L&D into the culture of your client groups. Responsible for all employee relations matters for the client groups including managing disciplinary/grievance issues. You will also support complex disciplinaries/grievances beyond your own client groups. Identifying areas of legal and financial risk (employment - UK and international) and interpreting legal advice into practical costed action plans. Work in collaboration with the Talent Team to develop EVP, attract and retain the correct talent. Be an expert in Global Mobility, advising the business on compliance and working alongside our 3rd party advisors. Lead on any early careers initiatives, such as apprenticeships. Act as a key partner through all social/engagement committees, ensuring inclusivity and celebration of our MVFers. Procedure & Process Working with other People Team members, ensure the HRIS system is kept up to date with all People related activities within your client group. Lead on the implementation and compliance of all People Related Policies and Processes. Utilise People Reporting to gain valuable insight, such as attendance, headcount, attrition etc to guide and advise your client groups on strategic approaches. Responsible for ensuring payroll operations are efficient in all locations, UK, US and through our EOR partners. Be a key partner/contact for all external partner providers. Office Space Manage the Office Manager and external vendors to ensure a seamless, inclusive, and high-functioning office environment. Oversee commercial contracts, property maintenance, and replenishment, acting as the key partner for building management. Drive our ESG agenda through sustainable office practices while maintaining full ownership of Health & Safety and property compliance. What Success Looks Like: Established yourself as a trusted advisor to C Suite and Director level stakeholders, evidenced by the successful delivery of bespoke People initiatives that directly support commercial objectives and organisational growth. People Operations and payroll functions across MVF are consistently efficient, compliant, and data-driven, utilizing HRIS insights to reduce attrition and improve attendance. A full suite of platforms, policies and People Initiatives that are innovative, successfully implemented and utilised by all, allowing all MVFer's to thrive. Insightful People Analytics that drive data based, commercial decisions. An engaged workspace and workforce, where people are heard, valued and recognised. Our Ideal MVFer: Not afraid to challenge the status quo and is comfortable taking a new approach. Strong commercial acumen - able to demonstrate experience of successfully developing and delivering innovative People solutions and strategies whilst balancing commercial needs and risk/compliance requirements. Proven track record of partnering with senior leadership and possess the coaching skills necessary to empower managers to handle complex performance and employee relations matters. Strong working knowledge and experience of UK employment law, supplemented with a basic knowledge or experience of US employment law and Global Mobility practices. Experienced in leading a people team across a broad range of People Related functions. Able to think about the big picture whilst also being hands on with tactical implementation. About MVF MVF powers growth for our clients by connecting them to potential customers. The digital marketing landscape is complex and constantly evolving. Businesses need experts who are tracking that evolution and finding new ways to innovate and win. This is where MVF comes in. We match readers, buyers & business leaders with the brands & companies that make the products and services they need. We do this by building relationships with potential customers at each stage of the marketing funnel by offering insights, information, and tools to help them learn more about the things they're interested in. We build profiles on our audiences, guide them through purchase decisions, and ultimately connect them to the right products/services when they are ready to buy. Our clients trust us as experts in lead generation, which frees up their time to do what they do best. Diversity, Equity and Inclusion Diversity, Equity and Inclusion are the foundation for MVF to build, promote and sustain a culture of trust, safety, growth and belonging where everyone can thrive. Our DEI guiding principles underpin how we build our teams, develop our talent, provide a fair working environment and create an ambitious company that reflects the diversity of our employees, customers, clients and partners, globally. As an equal opportunities employer, we encourage all MVFers to respect, value and celebrate our differences, and commit to actions that ensure that we can belong and be authentic at MVF, without limitations or barriers. We're committed to providing support and/or adjustments to those who may need them during employment. If you consider yourself someone who may need support or adjustments, please speak with your Line Manager, Department DEI Ambassador or People Partner. We are diverse by nature, but inclusive by choice.
Jan 07, 2026
Full time
The Role Reporting to the CPO, you will be a strategic lead within our global People team. We don't follow the standard HR playbook; we need someone who actively challenges "the way it's always been done" to build better solutions. You will partner with your own commercial client groups (with the assistance of the People Advisor) and drive the People Operations and projects that shape our global culture. What we're offering you: Summer Fridays Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days) Hybrid working - 3 days a week in the office Closed for Christmas holidays - Extra days not taken from your annual holiday allowance. Work from anywhere for 2 weeks a year Life Assurance and Income Protection to protect your loved ones Benefits allowance for health, dental, and vision coverage Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents Defined Contribution Pension and Salary Sacrifice Scheme Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families Family Forward support for our MVF parents and their mini-mes 2 charity days a year Free breakfast when in the office Responsibilities: Business Partnering Partner effectively with commercial client groups which will involve working across all levels, including with Director and C Suite stakeholders. Being a critical strategic partner to achieve organisational goals. Acting as a champion of MVF's culture by delivering pragmatic commercial advice that enables fast pace change, enhances engagement, DE&I and supports business objectives. Working with stakeholders and People Team colleagues to develop, implement and measure the success of relevant innovative People Initiatives for the client groups, ensuring there is alignment to the overall business objectives. Act as Lead for employee engagement initiatives within client groups or company wide. Manage organisational change programmes within your client groups including (but not limited to) any organisation design or redundancy programmes to ensure organisational design is fit for purpose. Support M&A activity, specifically managing the integration of new team members into your client groups and acting as an ambassador of our culture during any M&A process. Working with the Chief People Officer, lead the Talent Management process within your client groups by working with directors to identify top talent to determine solutions that develop MVF's future leaders. Coach and develop managers to manage performance effectively and to apply commercially viable performance improvement measures where necessary. Working with your client groups and across the business to embed and deliver a positive performance management framework. Lead and partner on MVF's Reward Framework within your client groups, including pay parity, benchmarking and fair implementation of pay. Quarterly salary review processes for your client groups. Partner with the senior People Team on our L&D approach, embedding L&D into the culture of your client groups. Responsible for all employee relations matters for the client groups including managing disciplinary/grievance issues. You will also support complex disciplinaries/grievances beyond your own client groups. Identifying areas of legal and financial risk (employment - UK and international) and interpreting legal advice into practical costed action plans. Work in collaboration with the Talent Team to develop EVP, attract and retain the correct talent. Be an expert in Global Mobility, advising the business on compliance and working alongside our 3rd party advisors. Lead on any early careers initiatives, such as apprenticeships. Act as a key partner through all social/engagement committees, ensuring inclusivity and celebration of our MVFers. Procedure & Process Working with other People Team members, ensure the HRIS system is kept up to date with all People related activities within your client group. Lead on the implementation and compliance of all People Related Policies and Processes. Utilise People Reporting to gain valuable insight, such as attendance, headcount, attrition etc to guide and advise your client groups on strategic approaches. Responsible for ensuring payroll operations are efficient in all locations, UK, US and through our EOR partners. Be a key partner/contact for all external partner providers. Office Space Manage the Office Manager and external vendors to ensure a seamless, inclusive, and high-functioning office environment. Oversee commercial contracts, property maintenance, and replenishment, acting as the key partner for building management. Drive our ESG agenda through sustainable office practices while maintaining full ownership of Health & Safety and property compliance. What Success Looks Like: Established yourself as a trusted advisor to C Suite and Director level stakeholders, evidenced by the successful delivery of bespoke People initiatives that directly support commercial objectives and organisational growth. People Operations and payroll functions across MVF are consistently efficient, compliant, and data-driven, utilizing HRIS insights to reduce attrition and improve attendance. A full suite of platforms, policies and People Initiatives that are innovative, successfully implemented and utilised by all, allowing all MVFer's to thrive. Insightful People Analytics that drive data based, commercial decisions. An engaged workspace and workforce, where people are heard, valued and recognised. Our Ideal MVFer: Not afraid to challenge the status quo and is comfortable taking a new approach. Strong commercial acumen - able to demonstrate experience of successfully developing and delivering innovative People solutions and strategies whilst balancing commercial needs and risk/compliance requirements. Proven track record of partnering with senior leadership and possess the coaching skills necessary to empower managers to handle complex performance and employee relations matters. Strong working knowledge and experience of UK employment law, supplemented with a basic knowledge or experience of US employment law and Global Mobility practices. Experienced in leading a people team across a broad range of People Related functions. Able to think about the big picture whilst also being hands on with tactical implementation. About MVF MVF powers growth for our clients by connecting them to potential customers. The digital marketing landscape is complex and constantly evolving. Businesses need experts who are tracking that evolution and finding new ways to innovate and win. This is where MVF comes in. We match readers, buyers & business leaders with the brands & companies that make the products and services they need. We do this by building relationships with potential customers at each stage of the marketing funnel by offering insights, information, and tools to help them learn more about the things they're interested in. We build profiles on our audiences, guide them through purchase decisions, and ultimately connect them to the right products/services when they are ready to buy. Our clients trust us as experts in lead generation, which frees up their time to do what they do best. Diversity, Equity and Inclusion Diversity, Equity and Inclusion are the foundation for MVF to build, promote and sustain a culture of trust, safety, growth and belonging where everyone can thrive. Our DEI guiding principles underpin how we build our teams, develop our talent, provide a fair working environment and create an ambitious company that reflects the diversity of our employees, customers, clients and partners, globally. As an equal opportunities employer, we encourage all MVFers to respect, value and celebrate our differences, and commit to actions that ensure that we can belong and be authentic at MVF, without limitations or barriers. We're committed to providing support and/or adjustments to those who may need them during employment. If you consider yourself someone who may need support or adjustments, please speak with your Line Manager, Department DEI Ambassador or People Partner. We are diverse by nature, but inclusive by choice.
The Role The Engagement Editor will work closely with the Editor to help define the overall strategy for a brand's growth and manage operations. Through close partnership with the Editor, the Engagement Editor will help to improve the brand's expertise, authority and trust, to grow the brand's reach and traffic across SEO, newsletter, social media and projects such as the Startups 100 Index, and to increase the brand's commercial performance. This role is the critical link between the content creation team and our core UK small business audiences. With the Editor's support, they will seek to maximise audience interaction, loyalty, and referral traffic across all digital channels and ensure content effectively moves our UK small business audiences from reading topical news or social posts to exploring and using the products and services we recommend. They will collaborate with the Editor and Content Manager to make sure there is a clear content pipeline for the content team to deliver each month, aligned with the brand's targets and priorities. They will help to ensure part of the team's pipeline is allocated to initiatives that reduce reliance on SEO as a traffic source and build the brand's reputation and engagement, balanced with the work required to boost commercial performance onsite and offsite. As needed, the role will involve working with external partners as well as internal teams to execute and deliver the brand roadmap, with the Editor. This role is crucial to the smooth running and elevation of the brand and requires excellent organisation, communication and project management skills. It is a central role with significant strategic and operational value. What we're offering you: Summer Fridays Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days) Hybrid working - 3 days a week in the office Closed for Christmas holidays Work from anywhere for 2 weeks a year Life Assurance and Income Protection to protect your loved ones Benefits allowance for health, dental, and vision coverage Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents Defined Contribution Pension and Salary Sacrifice Scheme Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families Family Forward support for our MVF parents and their mini-mes 2 charity days a year Free breakfast when in the office Responsibilities: Support the Editor to devise a brand strategy and set a clear roadmap of initiatives to achieve traffic and brand growth balanced with work to meet and exceed business targets, across revenue streams. Support the Editor to action and report on some key initiatives (such as the Startups 100 Index) that support the brand's priorities and traffic growth, co-ordinating with stakeholders from around the business as needed. Collaborate with the Editor to balance commercial and brand-building activities, enabling the brand to elevate its reputation and expand to new channels and traffic sources, in addition to maintaining and growing its existing reach and commercial performance. Together with the Editor and Content Manager, provide support and feedback to the Content Producer and Writer on their output, and combine this with data from keyword and traffic tools to promote the highest editorial standards for the brand: Collaborate with the Editor and Content Manager to ensure the brand's content pipeline is full and there is consistent delivery from the content team. Where needed, help to commission onsite and offsite content that has high strategic value, with the aim to improve SEO ranking and/or expand the brand's reach and revenue. Where needed, help the Content Manager to proof, review and edit content. As needed, coordinate with internal teams to deliver identified tests and measure the results, ensure content adheres to best practice and implement technical improvements where needed. Be informed on key brand initiatives in order to be able to confidently make decisions towards the execution of the brand's strategy, in the Editor's absence. Maintain smooth operations and monitor site revenue performance when the Editor is out of office. What Success Looks Like: The Editor is well supported in key strategic areas. Startups' Content Producer is engaged, motivated and meeting all key performance indicators. Most effective levers to accelerate brand performance are identified and actioned. Brand strategy achieves core audience development goals. Commercial strategy achieves core business goals. Long term brand vision is well balanced with short term performance. Our Ideal MVFer: Proven experience in a digital editorial, audience, or engagement role, ideally within a business or finance publication. Excellent understanding of organic search, as well as other key audience-driving channels, with ability to identify and report on key metrics that illustrate strong brand performance. Strong analytical skills with the ability to use tools like Google Analytics and CMS data to drive content decisions. Good knowledge of email marketing platforms and A/B testing methodology. Excellent copywriting and headline-writing skills, with a strong grasp of the specific needs and tone of the UK small business and startup market. Deep understanding of many types of content - product reviews, how-to guides, topical, features, trends etc - and the ability to create clear briefs that deliver high quality results. Commercial and creative mindset able to problem-solve, pivot and seek out opportunities. Experience of handling several concurrent projects and working collaboratively across multiple departments, keeping all stakeholders informed.
Jan 01, 2026
Full time
The Role The Engagement Editor will work closely with the Editor to help define the overall strategy for a brand's growth and manage operations. Through close partnership with the Editor, the Engagement Editor will help to improve the brand's expertise, authority and trust, to grow the brand's reach and traffic across SEO, newsletter, social media and projects such as the Startups 100 Index, and to increase the brand's commercial performance. This role is the critical link between the content creation team and our core UK small business audiences. With the Editor's support, they will seek to maximise audience interaction, loyalty, and referral traffic across all digital channels and ensure content effectively moves our UK small business audiences from reading topical news or social posts to exploring and using the products and services we recommend. They will collaborate with the Editor and Content Manager to make sure there is a clear content pipeline for the content team to deliver each month, aligned with the brand's targets and priorities. They will help to ensure part of the team's pipeline is allocated to initiatives that reduce reliance on SEO as a traffic source and build the brand's reputation and engagement, balanced with the work required to boost commercial performance onsite and offsite. As needed, the role will involve working with external partners as well as internal teams to execute and deliver the brand roadmap, with the Editor. This role is crucial to the smooth running and elevation of the brand and requires excellent organisation, communication and project management skills. It is a central role with significant strategic and operational value. What we're offering you: Summer Fridays Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days) Hybrid working - 3 days a week in the office Closed for Christmas holidays Work from anywhere for 2 weeks a year Life Assurance and Income Protection to protect your loved ones Benefits allowance for health, dental, and vision coverage Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents Defined Contribution Pension and Salary Sacrifice Scheme Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families Family Forward support for our MVF parents and their mini-mes 2 charity days a year Free breakfast when in the office Responsibilities: Support the Editor to devise a brand strategy and set a clear roadmap of initiatives to achieve traffic and brand growth balanced with work to meet and exceed business targets, across revenue streams. Support the Editor to action and report on some key initiatives (such as the Startups 100 Index) that support the brand's priorities and traffic growth, co-ordinating with stakeholders from around the business as needed. Collaborate with the Editor to balance commercial and brand-building activities, enabling the brand to elevate its reputation and expand to new channels and traffic sources, in addition to maintaining and growing its existing reach and commercial performance. Together with the Editor and Content Manager, provide support and feedback to the Content Producer and Writer on their output, and combine this with data from keyword and traffic tools to promote the highest editorial standards for the brand: Collaborate with the Editor and Content Manager to ensure the brand's content pipeline is full and there is consistent delivery from the content team. Where needed, help to commission onsite and offsite content that has high strategic value, with the aim to improve SEO ranking and/or expand the brand's reach and revenue. Where needed, help the Content Manager to proof, review and edit content. As needed, coordinate with internal teams to deliver identified tests and measure the results, ensure content adheres to best practice and implement technical improvements where needed. Be informed on key brand initiatives in order to be able to confidently make decisions towards the execution of the brand's strategy, in the Editor's absence. Maintain smooth operations and monitor site revenue performance when the Editor is out of office. What Success Looks Like: The Editor is well supported in key strategic areas. Startups' Content Producer is engaged, motivated and meeting all key performance indicators. Most effective levers to accelerate brand performance are identified and actioned. Brand strategy achieves core audience development goals. Commercial strategy achieves core business goals. Long term brand vision is well balanced with short term performance. Our Ideal MVFer: Proven experience in a digital editorial, audience, or engagement role, ideally within a business or finance publication. Excellent understanding of organic search, as well as other key audience-driving channels, with ability to identify and report on key metrics that illustrate strong brand performance. Strong analytical skills with the ability to use tools like Google Analytics and CMS data to drive content decisions. Good knowledge of email marketing platforms and A/B testing methodology. Excellent copywriting and headline-writing skills, with a strong grasp of the specific needs and tone of the UK small business and startup market. Deep understanding of many types of content - product reviews, how-to guides, topical, features, trends etc - and the ability to create clear briefs that deliver high quality results. Commercial and creative mindset able to problem-solve, pivot and seek out opportunities. Experience of handling several concurrent projects and working collaboratively across multiple departments, keeping all stakeholders informed.
The Role The Customer Experience Manager will lead three critical teams - Quality Assurance, Customer Services and Requalification - to ensure exceptional customer experiences, data led insight and commercial quality standards across all B2B and B2C products. This is a strategic transformation role. You will be responsible for evolving MVF's QA function from traditional call review to an insight driven performance discipline, integrating speech analytics, the Quality Performance Scorecard (QPS), and commercial dashboards to influence advisor behaviour, process design, and channel outcomes. You'll build a new analytical capability within the QA team, ensuring that data from Callminer, CRM and feedback systems drives continuous improvement across the business. Alongside this, you will manage the Customer Services and Requalification teams - focusing on creating proactive feedback loops, reducing disputes and improving customer and client satisfaction. What we're offering you: Summer Fridays Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days) Hybrid working - 3 days a week in the office Closed for Christmas holidays - Extra days not taken from your annual holiday allowance. Work from anywhere for 2 weeks a year Life Assurance and Income Protection to protect your loved ones Benefits allowance for health, dental, and vision coverage Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same sex and adoptive parents Defined Contribution Pension and Salary Sacrifice Scheme Be Well: Our award winning wellbeing and mental health programme to support all MVFers and their families Family Forward support for our MVF parents and their mini mes 2 charity days a year Free breakfast when in the office Key Responsibilities Quality & Insight Leadership Lead the evolution of MVF's QA function into an insight and analytics centre, building frameworks that combine manual QA with automated speech and language analysis. Own and develop the Quality Performance Scorecard (QPS), ensuring it drives measurable commercial and behavioural improvements. Establish a reporting and dashboarding suite that links quality, compliance, and performance metrics (e.g. conversion rate, refund rate, customer sentiment). Partner with Commercial and Product teams to translate QA insights into improvements in call strategy, queue design, and training. Build QA analyst capability in data interpretation, trend identification, and narrative building. Lead continuous improvement initiatives that directly enhance advisor performance, customer and client outcomes. Customer Services & Feedback Loop Lead the Customer Services function to deliver exceptional support, ensuring every interaction builds trust, retention, and commercial value. Implement proactive feedback loops between CS, Product, and Commercial teams to reduce disputes and improve client outcomes. Develop escalation, service recovery, and insight sharing processes that improve systemic quality rather than only resolving cases. Monitor and report on CSAT, first contact resolution, and response efficiency, using trends to drive upstream improvements. Requalification & Lead Optimisation Manage the Requalification team, ensuring leads are revalidated and optimised for commercial readiness. Partner with Commercial to ensure requalification targets align with revenue priorities. Provide insight into requalification trends and quality performance, surfacing opportunities for improved yield and audience targeting. Proactively own projects and deliver to drive continuous improvement and efficiencies Cross Functional Collaboration Partner with Speech Analytics and Data teams to surface and apply call and sentiment data across channels. Represent QA and Customer Experience in strategic forums, ensuring the voice of the customer shapes process and product design. Work closely with outsourced partners to ensure consistent standards, capability development, and cost efficiency. People Leadership & Development Lead and coach a multi disciplinary team, building capability across analytics, service, and quality performance. Foster a culture of curiosity, accountability, and feedback. Ensure all team members have clear goals, KPIs, and growth pathways. Skills & Experience Essential Proven experience in QA or Customer Experience leadership in a contact centre or customer engagement environment. Demonstrated ability to build or transform analytical frameworks, ideally within a speech analytics or customer insight context. Strong understanding of quality and performance metrics, including conversion, disputes, and customer satisfaction. Proficiency in using speech analytics, CRM and data visualisation tools (e.g. CallMiner, Looker, Salesforce etc). Exceptional communication and storytelling skills - able to turn data into clear actions. Experienced people leader with a track record of developing multi-functional teams. Strong stakeholder management across Commercial, Product, and Operations functions. Desirable Experience in integrating AI, speech analytics, or automated QA tools into business processes. Experience working with outsourced or offshore partners. Familiarity with compliance and data standards (GDPR, TCPA, FCA). Key Competencies Insight Led Leadership - Uses analytics and customer data to drive decisions and performance improvement. Commercial Acumen - Connects quality and service outcomes directly to revenue and efficiency. Operational Excellence - Builds scalable frameworks, systems, and feedback mechanisms. Coaching & Development - Elevates team capability through structured feedback and growth focus. Collaboration - Works cross functionally to align insights, operations, and strategic goals. Continuous Improvement - Always seeking smarter, more efficient, and higher quality delivery.
Jan 01, 2026
Full time
The Role The Customer Experience Manager will lead three critical teams - Quality Assurance, Customer Services and Requalification - to ensure exceptional customer experiences, data led insight and commercial quality standards across all B2B and B2C products. This is a strategic transformation role. You will be responsible for evolving MVF's QA function from traditional call review to an insight driven performance discipline, integrating speech analytics, the Quality Performance Scorecard (QPS), and commercial dashboards to influence advisor behaviour, process design, and channel outcomes. You'll build a new analytical capability within the QA team, ensuring that data from Callminer, CRM and feedback systems drives continuous improvement across the business. Alongside this, you will manage the Customer Services and Requalification teams - focusing on creating proactive feedback loops, reducing disputes and improving customer and client satisfaction. What we're offering you: Summer Fridays Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days) Hybrid working - 3 days a week in the office Closed for Christmas holidays - Extra days not taken from your annual holiday allowance. Work from anywhere for 2 weeks a year Life Assurance and Income Protection to protect your loved ones Benefits allowance for health, dental, and vision coverage Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same sex and adoptive parents Defined Contribution Pension and Salary Sacrifice Scheme Be Well: Our award winning wellbeing and mental health programme to support all MVFers and their families Family Forward support for our MVF parents and their mini mes 2 charity days a year Free breakfast when in the office Key Responsibilities Quality & Insight Leadership Lead the evolution of MVF's QA function into an insight and analytics centre, building frameworks that combine manual QA with automated speech and language analysis. Own and develop the Quality Performance Scorecard (QPS), ensuring it drives measurable commercial and behavioural improvements. Establish a reporting and dashboarding suite that links quality, compliance, and performance metrics (e.g. conversion rate, refund rate, customer sentiment). Partner with Commercial and Product teams to translate QA insights into improvements in call strategy, queue design, and training. Build QA analyst capability in data interpretation, trend identification, and narrative building. Lead continuous improvement initiatives that directly enhance advisor performance, customer and client outcomes. Customer Services & Feedback Loop Lead the Customer Services function to deliver exceptional support, ensuring every interaction builds trust, retention, and commercial value. Implement proactive feedback loops between CS, Product, and Commercial teams to reduce disputes and improve client outcomes. Develop escalation, service recovery, and insight sharing processes that improve systemic quality rather than only resolving cases. Monitor and report on CSAT, first contact resolution, and response efficiency, using trends to drive upstream improvements. Requalification & Lead Optimisation Manage the Requalification team, ensuring leads are revalidated and optimised for commercial readiness. Partner with Commercial to ensure requalification targets align with revenue priorities. Provide insight into requalification trends and quality performance, surfacing opportunities for improved yield and audience targeting. Proactively own projects and deliver to drive continuous improvement and efficiencies Cross Functional Collaboration Partner with Speech Analytics and Data teams to surface and apply call and sentiment data across channels. Represent QA and Customer Experience in strategic forums, ensuring the voice of the customer shapes process and product design. Work closely with outsourced partners to ensure consistent standards, capability development, and cost efficiency. People Leadership & Development Lead and coach a multi disciplinary team, building capability across analytics, service, and quality performance. Foster a culture of curiosity, accountability, and feedback. Ensure all team members have clear goals, KPIs, and growth pathways. Skills & Experience Essential Proven experience in QA or Customer Experience leadership in a contact centre or customer engagement environment. Demonstrated ability to build or transform analytical frameworks, ideally within a speech analytics or customer insight context. Strong understanding of quality and performance metrics, including conversion, disputes, and customer satisfaction. Proficiency in using speech analytics, CRM and data visualisation tools (e.g. CallMiner, Looker, Salesforce etc). Exceptional communication and storytelling skills - able to turn data into clear actions. Experienced people leader with a track record of developing multi-functional teams. Strong stakeholder management across Commercial, Product, and Operations functions. Desirable Experience in integrating AI, speech analytics, or automated QA tools into business processes. Experience working with outsourced or offshore partners. Familiarity with compliance and data standards (GDPR, TCPA, FCA). Key Competencies Insight Led Leadership - Uses analytics and customer data to drive decisions and performance improvement. Commercial Acumen - Connects quality and service outcomes directly to revenue and efficiency. Operational Excellence - Builds scalable frameworks, systems, and feedback mechanisms. Coaching & Development - Elevates team capability through structured feedback and growth focus. Collaboration - Works cross functionally to align insights, operations, and strategic goals. Continuous Improvement - Always seeking smarter, more efficient, and higher quality delivery.
