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Head of Customer Experience

3 months ago

London, Greater London, United Kingdom Saga Full time
Job Introduction

At Saga we're radically flexible which means our colleagues have total autonomy over where they work - home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate.
We are striving to enable our customers to explore their passions, find fulfillment and achieve their aspirations. Today, there is no single trusted online space where the experienced generation are represented and served in this way. At Saga, we are going to change that.


By joining Saga Village as the Head of Customer Experience, you will firstly design and then lead the execution of all customer service provision for both online and offline channels, ensuring we provide exceptional experiences everyday for our customers.

You will listen to our customers experiences of interacting with Village and provide continual feedback to our design team so that we can always provide a world class offering.

Your customer advocacy will be critical to our success.

We have big plans and expect the customer experience function to grow as we leverage our 5-year strategy. Therefore, this role has the potential to expand and shift as we grow out the function.

Main Responsibilities

  • Building and then leading a customer service team.
  • Motivating your team to meet and exceed predefined KPI's.
  • Designing and delivering a suite of MI that provides easily readable insight of Village customer service performance.
  • Being prepared to get stuckin and work alongside your team in delivering customer service during peak periods.
  • Seizing on emerging customer service needs within Saga Village and ensuring Village is well placed to meet these.
  • Ownership and resolution of all Saga Village complaints, identifying root causes and making recommendations for, and where required, implementing change.
  • Identification, implementation & management of any overflow solutions, where these are necessary, to cover peak periods
  • Empowering your team to take ownership of delivering exceptional customer service.
  • Acting as a first point of contact for all customer servicerelated matters from other Saga Business Units.
  • Acting as the customer service champion for Saga Village, contributing proportionately to strategy, with customer outcomes always at the forefront of your mind.
  • Being the key Village customer service contact point for all Partnerships, Communities and Exceptional Experience businesses.
  • Providing support to all areas of the Saga Village project, including but not limited to action tracking and delivery planning.
  • Acting as a conduit between the Saga Village & the wider Saga business where required
  • Delivering any projects to agreed quality standards using Saga's approved change approach and methodology.
  • Deputises for the Head of Strategic Planning where required.
  • Team Management
  • Empowering Teams
  • Customer Service
  • Strong Stakeholder Management skills
  • Strong communication skills
  • Ability to work in virtual teams and in a matrix organizations
  • Excellent team worker
  • Ability to work in fast paced environment
  • Flexibility regarding problem solving
  • Keep pace with technical innovation
  • Ability to share information, transfer knowledge and expertise to team members

Our Saga Values:

  • Precision Pace
  • Always owning and making things happen.


 Empathy
  • Always aware of others.


 Curiosity
  • Always asking why.


 Collaboration
  • Always one team, the Saga team
About The Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK.

The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service.

These include cruises and holidays, insurance, personal finance and the Saga Magazine.


At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better.

_Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner._
LI-Remote"

Package Description
The standard benefits when you join Saga include:

  • Remote working available where possible
  • 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year
  • Free private medical insurance after 1 years' service
  • Workplace Pension
  • AXA Be Supported
  • A range of reductions and offers from leading retailers, travel groups and entertainment companies