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Customer Experience Lead

York/ Hybrid (once a week in office)

£35,000

MERJE is seeking a Customer Experience Lead for a leading insurance company. This role offers an exciting opportunity to drive customer satisfaction initiatives and lead a team in managing specialised insurance complaints. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for enhancing customer experiences.

The Role

The Customer Experience Lead will spearhead customer experience initiatives, manage complaints, and ensure compliance with Consumer Duty standards. This role offers a competitive salary, extensive benefits, and the opportunity to work with an award-winning team in a dynamic, fast-paced environment.

Key Responsibilities:

Lead the CX team in managing specialised insurance complaints
Drive Consumer Duty initiatives and ensure regulatory compliance
Collaborate on award submissions and presentations
Identify and analyse customer feedback trends to improve processes
Mentor team members and support their professional development
Required knowledge and experience:

Strong leadership and team management skills
Excellent verbal and written communication abilities
Experience in customer service, preferably in insurance or financial sectors
Ability to interpret policy wordings and understand regulatory requirements
Proficiency in data analysis and strategic problem-solving
If you're ready to take on the challenge of being a Customer Experience Lead and drive exceptional customer experiences, apply now!

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Applicants must be located and eligible to work in the UK without sponsorship.

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