Head of Service Experience

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Reporting directly to the Director of Customer Services, we have an exciting opportunity to join us as Head of Service Experience. Working within the Customer Service function, the Head of Service Experience will lead the area strategy for optimising the experience for both customers and colleagues. Applying the customer value lens, the person in role will drive the customer led change and be present throughout the change lifecycle. They'll know how to determine customer value, alongside demonstrating strong benefit realisation. Our colleagues are the key to our celebrated customer service success, where our members tell us time and time again how much they value their care, expertise, and the service they provide. This role is as equally focused on colleague engagement as it is customer experience, ensuring that every day in Customer Service is a Great Place to Work for our 900 colleagues across the branch network and head office sites. As our members are the pulse of our business, the Head of Service Experience will be strongly focused on ensuring our customer journeys are optimised, understanding how to give a great digital experience alongside our other customer channels without compromise. Representing the voice of our members, the person in role will understand the drivers of Net Promoter Scores across all touchpoints of the Society, be active in working with our insight teams to engage with our members and understand firsthand what they value whilst also identifying any risks and opportunities to maintain our market leading NPS as we progress through our Digital First, Human Always transformation. Our benefits include: 28 days holiday a year plus bank holidays and a holiday buy/sell scheme Annual discretionary bonus scheme Personal pension with matched contributions Life assurance (6 times annual salary) Retail discount scheme Car allowance Private medical cover