Service Delivery & Customer Experience Manager
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Service Delivery & Customer Experience Manager
Are you passionate about creating exceptional customer experiences and driving service excellence? We're looking for a Service Delivery & Customer Experience Manager to design, implement, and continuously improve the service delivery framework across Healix's global assistance operations.
In this role, you'll ensure that every customer interaction-calls, claims, and beyond-is handled with consistency, empathy, and excellence. You'll lead initiatives around quality assurance, claims process optimization, and Voice of the Customer (VoC) programmes, making a real impact on customer satisfaction and operational performance.
Your job title in this role will be Customer Experience Framework Manager.
What we're looking for
- Proven experience in service delivery, customer experience, or operations management within an international assistance or insurance environment.
- Strong understanding of quality assurance methodologies and claims processes.
- Analytical mindset with proficiency in Excel, PowerBI, and VoC tools.
- Excellent communication skills with a global mindset and ability to engage at all levels.
- Highly organized, able to manage multiple priorities, and comfortable building frameworks from the ground up.
Why join us?
You'll be at the forefront of shaping customer experience for a global business, working on impactful projects that improve service quality and client satisfaction. If you thrive in a dynamic environment and want to make a tangible difference, we'd love to hear from you.
Apply now and help us deliver excellence worldwide!
About the role
What you'll do
- Develop and maintain a global service delivery framework aligned with company values, SLAs, and international standards.
- Lead the Quality Assurance programme for customer interactions, including call monitoring, scoring, and feedback loops.
- Oversee the end-to-end claims process, ensuring timely, accurate, and empathetic handling.
- Design and manage VoC programmes, analyse feedback, and present actionable insights to senior leadership.
- Collaborate with cross-functional teams-Sales, Operations, IT, Compliance, and Learning & Development-to align service goals.
- Conduct audits, track KPIs (NPS, QA scores, claims turnaround), and drive continuous improvement initiatives.
About the company
All around the world, Healix safeguards people's health and wellbeing.
Required Criteria
- Proven experience in service delivery, customer experience, or operations management within an international assistance or insurance environment.
- Strong understanding of quality assurance methodologies and claims processes
- Analytical mindset with proficiency in Excel, PowerBI, and VoC tools
Desired Criteria
- Experience in Medical Assistance and/or Risk Management
Skills you'll need