Customer Experience Lead

Customer Experience Lead

York/ Hybrid (once a week in office)

£35,000

MERJE is seeking a Customer Experience Lead for a leading insurance company. This role offers an exciting opportunity to drive customer satisfaction initiatives and lead a team in managing specialised insurance complaints. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for enhancing customer experiences.

The Role

The Customer Experience Lead will spearhead customer experience initiatives, manage complaints, and ensure compliance with Consumer Duty standards. This role offers a competitive salary, extensive benefits, and the opportunity to work with an award-winning team in a dynamic, fast-paced environment.

Key Responsibilities:

• Lead the CX team in managing specialised insurance complaints
• Drive Consumer Duty initiatives and ensure regulatory compliance
• Collaborate on award submissions and presentations
• Identify and analyse customer feedback trends to improve processes
• Mentor team members and support their professional development

Required knowledge and experience:

• Strong leadership and team management skills
• Excellent verbal and written communication abilities
• Experience in customer service, preferably in insurance or financial sectors
• Ability to interpret policy wordings and understand regulatory requirements
• Proficiency in data analysis and strategic problem-solving

If you're ready to take on the challenge of being a Customer Experience Lead and drive exceptional customer experiences, apply now!

_________________________________

Applicants must be located and eligible to work in the UK without sponsorship.

Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.

If you would like this job advertisement in an alternative format, please contact MERJE directly.