Customer Experience Manager

Shape brilliant customer experiences and turn insight into action

• Reports to Head of Operations
• Hybrid role with regular travel to London

We’re looking for a Customer Experience Manager to join our Operations Team. This is an exciting opportunity to lead and develop our Complaints and Technical team while shaping how we understand and improve the experience of our customers.

You’ll take ownership of complaints handling, customer satisfaction, online reputation and the customer journey across our brands and systems. Using insight from these areas, you’ll identify opportunities for improvement, strengthen customer outcomes and help us demonstrate good practice under Consumer Duty.

We think you’ll be a confident and supportive people manager who is passionate about delivering great customer experiences. You’ll enjoy working with data, spotting trends and turning insight into meaningful improvements.

You’ll be equally comfortable setting direction and getting into the detail, whether that means reviewing a complex complaint, interrogating customer satisfaction results or understanding where customers experience friction in their journey. You’ll be organised, commercially aware and confident working collaboratively across the business.

• Customer Experience Manager

• Head of Operations

• Hybrid with regular travel to London

Customer experience, complaints, customer insight, online reputation and journey improvement

• Customer-focused, collaborative, committed to continuous improvement

• Lead, coach and develop our Complaints and Technical team
• Build a customer first culture based on focused continuous improvement

• Own complaints handling, including complex cases and FOS referrals
• Use complaints, CSAT and review data to identify improvements
• Ensure customers receive fair and consistent outcomes

• Identify friction across our customer journeys and systems
• Work across teams to turn insight into action
• Oversee our presence across Trustpilot, Google Reviews and Defaqto
• Use reviews and quality insight to understand customer pain points
• Build a customer-first culture focused on continuous improvement

• You’re a confident people leader – able to develop teams, set clear expectations and create a culture of continuous improvement.
• You turn insight into action – comfortable using data, complaints and customer feedback to spot trends and improve outcomes.
• You’re strategic and hands-on – able to see the bigger picture while stepping into the detail when needed

• Leading customer experience or complaints teams
• Complaints handling in a regulated environment
• Customer insight, journey improvement and online reputation management
• Working knowledge of FCA requirements and Consumer Duty

• 25–30 days holiday
• Private medical and life cover
• Work abroad through the Nomad policy
• Team socials and development support

• Get to know our customers, teams and journeys
• Turn insight into clear priorities and measurable improvement

Let’s build insurance that enables more people to travel.