Head of Customer Outcomes

2 weeks ago


Glasgow, Glasgow City, United Kingdom Jellyfish Recruitment Full time
About Us

We are a pioneering finance company that values innovation and customer satisfaction. We are seeking a highly skilled Senior Director of CX Operations to join our team.

Salary: £110,000 - £120,000 per annum.

The ideal candidate will have a proven track record in a senior customer outcomes/customer experience role within the financial or insurance services sector. You will be required to develop and implement comprehensive customer outcomes strategies aligned with business objectives and regulatory requirements.

About the Role:

  • Develop and implement comprehensive customer outcomes strategies aligned with business objectives and regulatory requirements.
  • Utilise data-driven insights to understand customer behaviour, identify pain points, and optimise customer journeys.
  • Ensure all customer-facing processes adhere to UK regulatory standards (FCA, PRA etc.).
  • Spearhead the strategy and execution to elevate customer experience and drive business success across the insurance portfolio.

About You:

  • Proven track record in a senior customer outcomes/customer experience role within the financial or insurance services sector.
  • Extensive experience in writing and presenting board reports.
  • Competent with CRM platforms and customer insight/feedback tools.
  • Strong relationship-building and cross-functional collaboration skills.

What We Offer:

  • Enhanced holiday, maternity, and paternity leave.
  • Access to industry-recognised qualifications.
  • Social events throughout the year.
  • Comprehensive employee wellbeing program.


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