Head of Customer Experience

Head of Customer Experience

Location:
Haywards Heath
Salary:
Competitive
Department:
Commercial
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.
 

Are you looking to develop your career within a Customer Experience role? Well, we have a brand new exciting role for a Head of Customer Experience to join the Commercial & Marketing team in Haywards Heath, West Sussex.

You'll be a trusted strategic leader that defines, creates and executes the organisations target customer experience across the enterprise.  You'll help to create a compelling CX strategy that connects the purpose, vision, and commercial objectives of the organisation to how we build sustained relationship with customers across the lifecycle. 

This role is Certified in line with the Senior Managers and Certification Regime (SMCR). 

To be successful in this role, you'll need to:

  • Have strong leadership capabilities with the ability to inspire and coach across all levels
  • Have strong knowledge of customer experience sector including consumer and market trends and customer technologies
  • Have proven experience of building, scaling and leading Customer Experience strategy across a large enterprise with at least two different management roles

Job Responsibilities:

  • Craft and execute the organisations CX strategy in collaboration with senior stakeholders
  • Sponsor programmes of work for transforming and optimising our customer experience
  • Own the organisations Customer Voice programme and the robust tracking of leading indicators of CX performance
  • Continually assess the external market to identify relevant market innovations, and use predicative analytics to provide trends and insight around customer retention, churn and advocacy
  • Develop and execute clear principles on how macro and micro journeys are designed and optimised
  • Develop an understanding of our customer segments to build our CX strategy
  • Ensure our Customer Communications strategy is embedded within a systemic approach to managing the customer experience
  • Lead and inspire the CX Team
  • Own the creation, maintenance and execution of the organisations Customer policies and maintain the department’s risk register

Job Specific Competencies:

Experience, skills & knowledge

  • Proven experience of building, scaling and leading Customer Experience strategy across a large enterprise with at least two different management roles
  • Demonstrable track record of delivering compelling customer and commercial outcomes, preferably within a regulated environment
  • Expertise in customer experience design, including journey mapping, segmentation, customer communication and customer research
  • Strong leadership capabilities with the ability to inspire and coach across all levels
  • Strong commercial acumen with the ability to rapidly quantify opportunities and risk to inform the prioritisation of activity
  • Ability to think creatively with an attitude that inspires colleagues to turn ideas into reality
  • Ability to think in a structured way to solve problems and capitalise on opportunities
  • A degree or equivalent in business or marketing-based discipline
  • Knowledge of FCA regulations and requirements
  • Strong knowledge of customer experience sector including consumer and market trends and customer technologies

Behaviours

  • Customer focused with the ability to help deliver an organisational-wide customer centric culture
  • Results driven with a constant eye on the prize
  • Empathetic approach to leadership with an ability to get the best out of a wide range of stakeholders
  • A driven attitude to deliver change and rapidly overcome obstacles
  • An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities

If this sounds like the perfect opportunity for you and your career, we want to hear from you!

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

What can we do for you?


We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

View more about our Benefits

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glassdoor

86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

If it’s your birthday or you just fancy some me-time, get an extra day off for whatever you want.

Holiday Extra

We give you two opportunities each year to buy or sell up to five days of holiday.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.