Customer Experience Lead

Overview

About the Role

We're looking for a Customer Experience Lead who puts customers at the heart of every decision. Someone who can champion their voice across the business, bring teams together behind a shared vision, and lead a group of customer experts to deliver consistent, market-leading experiences - every time, in every location.

You will shape and deliver our customer strategy, using insight, data and real-world feedback to remove friction, resolve dissatisfaction, and create simple, intuitive customer journeys. As part of Solus' integration and ongoing transformation, you'll play a key role in strengthening our reputation for care, quality and service.

Responsibilities

What You'll Do

• Lead and inspire a team of customer specialists across multiple sites
• Shape a customer experience strategy that aligns with our purpose and Aviva's wider direction
• Turn insight into action - using complaints, reviews and verbatim feedback to drive meaningful improvements
• Build strong partnerships across Solus and Aviva Claims to create a truly joined-up journey
• Own high-profile escalations and ensure quick, thoughtful resolutions
• Champion continuous improvement, removing failure points and barriers to customer satisfaction
• Strengthen our culture through leadership, collaboration and a "customer-first" mindset

Qualifications

What You'll Bring

• A deep passion for customer experience and doing what's right
• Senior leadership experience in a customer-focused environment
• Confidence turning data into decisions that shape strategy
• Strong influencing skills - able to bring people with you at every level
• A calm, solutions-focused approach in fast-paced or high-pressure situations
• Experience driving change and improving operational processes
• A positive, inclusive leadership style that builds capability and confidence in others

Who are Solus?

Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award-winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair.

Why Join Solus?

We have so much to offer when it comes to being a Solus colleague:

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunity tied to your performance and the overall success of Solus.
• Company pension scheme with employer contributions.
• 33 days' holiday (including bank holidays), with the option to buy or sell up to 5 days.
• Save money with up to 40% discount on Aviva products and other retailer discounts.
• Share in Aviva's success through the Aviva Save As You Earn scheme.
• Supportive policies including parental and carer's leave.
• Wellbeing focus with tools like Group Income Protection and 24/7 GP access.

At Solus, we value inclusivity and welcome all applicants. If you're excited but don't tick every box, we encourage you to apply-your unique skills might be just what we need.

We guarantee an interview for disabled applicants meeting the minimum criteria-just email us after applying to let us know.

Ready to join us? Apply online today, and our team will be in touch within 14 days.