Head of Client Delivery Hybrid

Ready for a role where client experience isn’t an afterthought, but a strategic priority you’ll lead?

And are you driven by creating journeys that give people a better, clearer and more supportive experience when it matters most?

Do you want to influence at scale, shaping the vision, frameworks and culture that underpin exceptional client experience?

As Head of Client Experience Delivery, you’ll play a pivotal role in shaping how clients and creditor partners experience our services. You’ll lead the design, governance and continuous improvement of our end-to-end journeys, ensuring they deliver clarity, confidence and consistency for the people who rely on us.

Working closely with Product, Digital, Insights and Operations teams, you’ll bring strategic leadership and practical judgement, helping the organisation create a future-proofed, best-in-class experience that reflects our purpose and supports long-term transformation. This role requires someone who can set direction at an organisational level, while remaining close to the work to ensure change is grounded, aligned and effective.

What you’ll be doing

You will provide both strategic direction and practical leadership to ensure client journeys are designed, delivered and improved with quality and impact.

In this role, you will:

• Lead the design, definition and continuous improvement of end-to-end client and creditor partner journeys.

• Work with Product, Digital, Insights and Operational teams to shape service propositions and embed future-focused journey designs.

• Provide governance and oversight for all journey changes, ensuring alignment with desired outcomes and regulatory expectations.

• Lead Quality Monitoring, Complaints, Operational Risk and Advice Assurance functions to maintain consistent, compliant and high-quality service delivery.

• Oversee UAT and key change activity to ensure new systems, processes and improvements land successfully in operations.

• Own the COO directorate change plan, ensuring the scale and pace of change supports strong client and colleague outcomes.

• Build effective relationships across the organisation and with external partners to support aligned, coherent experience delivery.

• Support and develop the Client Experience Delivery teams, fostering a culture of learning, accountability and continuous improvement.

About you

You’ll bring senior-level experience shaping and leading customer or client experience strategies within complex service environments. You are comfortable operating at an enterprise level, setting vision, aligning functions and driving end-to-end improvements, while staying close enough to the work to ensure change is deliverable and outcome-focused.

You will bring:

• Significant experience in a senior customer or client experience leadership role, ideally within a regulated or service-led organisation.

• Expertise in quality assurance, controls management and operational risk.

• Excellent communication and stakeholder skills, with the ability to simplify complexity and build trust at senior levels.

• Proven leadership capability, with a focus on empowering teams and enabling high performance.

Equality, Diversity & Inclusion

Belonging sits at the heart of our organisation. We want Step Change to be a place where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds and life experiences. If you need adjustments during the recruitment process, we’ll support you.