The Company Our York based client is a nationwide insurance provider specialising in pet, equine, wedding, cycling, fishing, golf and much more. Winners of ‘Insurer if the Year’ at the Yorkshire Financial Awards three years in a row. The recognition doesn’t stop there; the Moneyfacts Consumer Awards 2024 saw them crowned winners of the ‘Best Claims Service’ category In fact, they have scooped up 20 awards in the last 5 years. The Role They are seeking a Customer Experience (CX) Lead who embodies their core values; Knowledgeable, Caring, Collaborative, and Trustworthy. The ideal candidate will lead the customer experience initiative, ensuring exceptional service delivery and enhancing customer satisfaction across all touchpoints. Reporting to the Chief Experience Officer, the Customer Experience Lead will play a pivotal role in driving customer-centric strategies and ensuring excellence in service delivery. The role blends leadership, regulatory oversight, and service transformation, ensuring our approach aligns with the FCA’s Consumer Duty principles while continuously improving the customer journey It would be advantageous if you have worked within the insurance sector/financial sector previously. Responsibility Customer Experience Strategy: Lead initiatives to improve customer experience, driving enhanced customer satisfaction and engagement. Complaint Resolution Leadership: Oversee the effective handling of complex complaints, ensuring fair, timely, and customer-focused resolutions while adhering to regulatory requirements. Consumer Duty & Compliance: Work closely with leadership teams to implement and maintain high standards in line with FCA Consumer Duty obligations. Service Innovation & Process Improvement: Identify trends in customer feedback and complaints, using insights to enhance policies, processes, and service delivery. Stakeholder Collaboration: Partner with teams across the business to drive best practices, influence change, and support a customer-first culture. Performance & Development: Coach and mentor team members, fostering a culture of growth, accountability, and continuous learning. Customer Advocacy: Champion the voice of the customer, ensuring feedback is actively recognised and used to drive meaningful improvements. Industry Recognition & Awards: Support the company’s award submission efforts, highlighting our excellence in customer experience. Benefits Up to £40,000 annual salary based on experience Up to 33 days holiday long service increase Hybrid / remote working. Flexi-time policy Family friendly benefits & staff policy discount Employee Assistance Programme Private health insurance. Free staff gym Free parking Discounted onsite kindergarten Workplace pension scheme