Senior Manager Customer Experience Strategy

JOB TITLE: Senior Manager Customer Experience Strategy

LOCATION(S): Chester, Birmingham, Edinburgh, Leeds or Halifax

HOURS: Full-time

WORKING PATTERN: Hybrid – at least two days per week (40% of time) at one of our office sites. Workplace adjustments are available, including flexible hybrid arrangements, in line with our Flexibility Works policy.

You will lead the Customer Experience Strategy team, focusing on customers, collaboration, inclusion, and wellbeing. The role involves developing and executing an AI‑enabled complaint handling strategy, aligning with the 2030 complaint handling plan, and ensuring the process delivers value for both customers and colleagues.

• Continuously evolve the end state by scanning the horizon for potential threats, competitor activity, and evolving customer needs.
• Monitor and maintain the effectiveness of the customer complaint experience using data, insight, and critical thinking to identify opportunities for improvement.
• Lead your team to deliver experiments and changes to ways of working, identifying, testing, and landing improvements that move us towards our target end state.
• Own the complaints communication landscape, ensuring communications are complaint‑compliant and colleagues have the tools to draft letters effectively.
• Support operations during high‑impact events, innovating and creating new ways of working to expedite customer outcomes.
• Build and maintain key relationships with partners across the business.

• Knowledge of complaint handling processes and regulations (desired but not essential).
• Ability to balance customer, commercial, colleague, and control considerations in strategy development and delivery.
• Experience ope rationalising AI use cases.
• Strong analytical skills and problem‑solving techniques.
• Excellent communication skills and the ability to tell complex stories engagingly.
• Experience collaborating and influencing stakeholders across organisational boundaries.

• Generous pension contribution up to 15%
• Annual performance‑related bonus
• Share schemes including free shares
• Benefits that can be tailored to your lifestyle, such as discounted shopping
• 30 days holiday, with bank holidays on top
• Wellbeing initiatives and generous parental leave policies

Our company is a Disability Confident Leader, guaranteeing interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‑term health, or neurodivergent condition through the Disability Confident Scheme. Reasonable adjustments are available throughout the recruitment process.