Job Overview
Senior Manager Customer Experience Strategy
Salary: £78,098 - £91,880
Location(s): Chester, Birmingham, Edinburgh, Leeds or Halifax
Hours: Full-time
Working pattern: Hybrid – at least two days per week at an office site.
End date: Wednesday 03 June 2026
We support flexible working – click here for more information on flexible working options.
Roles & Responsibilities
* Lead the Customer Experience Strategy team, driving continuous improvement of the complaint handling experience.
* Collaborate with the Colleague Channels Platform team to deliver AI-enabled technology changes and align them with the 2030 complaint handling strategy.
* Ensure the complaints communication landscape is compliant and equip colleagues with tools to write persuasive letters to customers.
* Monitor and improve the effectiveness of the customer complaint experience using data, insight and critical thinking.
* Lead experiments and changes to ways of working – identify, test and implement improvements that advance the target end state.
* Support operations during high-impact events, innovating new ways of working to expedite customer outcomes.
* Build and maintain key relationships with partners across the business.
Qualifications & Experience
* Knowledge of complaint handling processes and regulations is desirable but not essential.
* Strong ability to balance customer, commercial, colleague, and control requirements within strategy development.
* Experience operationalising AI use cases.
* Strong analytical and problem‑solving skills.
* Excellent communication skills, able to tell complex stories in an engaging way.
* Experience collaborating with and influencing stakeholders across organisational boundaries.
Benefits
* Generous pension contribution of up to 15%
* Annual performance‑related bonus
* Share schemes, including free shares
* Adaptable benefits e.g. discounted shopping and 30 days’ holiday plus bank holidays
* A range of wellbeing initiatives and generous parental leave policies
EEO Statement
We are a Disability Confident Leader and guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‑term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process.
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