Head of Customer Experience and Delivery

Head of Customer Experience required on a hybrid basis in central Bristol (a day a week in London needed)

Your new company Ready to lead the charge in transforming customer experience at one of the UK's most exciting fintech scale-ups? This business are looking for a
visionary Head of Customer Experience to take our service to the next level and make their customer journey a true market differentiator (this role is hybrid between Bristol and London)
Your new role
As the Head of Customer Experience, you will be instrumental in ensuring this business's customer experience is best-in-class and a key differentiator for their product. You'll drive strategic improvements in customer service and service delivery across the business, working collaboratively with both internal and external stakeholders.
Strategic Leadership & Function Build-Out:
Define and execute the overarching customer experience strategy for the company, aligning it with company-wide objectives and market demands.
Build out and lead their dedicated customer experience teams: the Knowledge Team, Quality Assurance and Performance Team, and Implementation and Delivery, fostering a high-performance culture across all functions.
Own and optimise our Customer Experience (CE) technology stack and tools, ensuring system accuracy and a month-over-month improvement in customer experience scores.
Build and maintain strategic partnerships with service providers, assuring delivery against agreed outcomes and contracted deliverables, and holding them accountable for performance, quality, and efficiency.
Lead the development and implementation of the customer service strategy, including the customer contact strategy, channel offering, and ongoing development.
Drive initiatives across the entire customer journey that enhance effectiveness, improve efficiency, and ultimately reduce the cost to serve.

Team Management & Operational Excellence:
Manage the Knowledge Team, ensuring robust and up-to-date resources for both internal teams and customer self-serve options.
Oversee the Quality Assurance and Performance Team, establishing rigorous quality standards, monitoring performance against contracted outcomes and KPIs, and driving continuous improvement.
Lead the Implementation and Delivery Teams, ensuring the seamless embedding of new products and services into operational channels and with partners.
Cultivate a culture of performance improvement through the intelligent use of data and analytics, translating insights into actionable strategies.
Provide oversight and assurance to supplier performance analytics, quality assurance, and regulatory reporting.
Represent the customer internally, ensuring effective management of customer engagement across all touchpoints and advocating for their needs.

Collaboration & Influence:
Work closely with Product, Marketing, and Sales teams to enhance and deliver the best possible customer experience across the entire customer lifecycle.
Provide input to Customer Service strategic communications and stakeholder activity, ensuring alignment and clear messaging.
Support the smooth delivery of new products and services, ensuring they embed seamlessly into our operations and customer-facing channels.
Champion customer-centricity across the organisation, celebrating successes and identifying opportunities to further develop our service.

What you'll need to succeed

• Extensive experience in a leadership role focused on customer experience and service delivery, preferably within a fast-moving, B2C start-up or scale up environment.
• Demonstrable success in developing, implementing, and improving customer experience strategies within a complex matrix organisation.
• Significant experience in managing outsourced operations, with a deep understanding of managing contracted service providers to deliver against agreed outcomes and KPIs.
• A strong background and experience in operational customer service delivery, encompassing both technical and managerial expertise.
• A proven track record in process performance improvement, project management, and change management.
• Strong team and business leadership skills, with the ability to engage and motivate teams to achieve ambitious goals.
• Comfortable working with complex data, translating insights into actionable strategies and driving data-driven decisions.
• A natural problem-solver who can set a clear direction and see it through to completion.
• Demonstrated ability to build trust and encourage teamwork across functions and with external partners.

What you'll get in return

• Flexible working options available.
• Vitality Healthcare- including mental health support and more.
• Full creative ownership.
• Health rewards benefit package.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #