Head of Customer Experience Location: Hybrid Grantham (2 days per week)
Hours : Full time, MondayFriday, 40 hours per week (35 working hours plus a paid 1-hour lunch)
Salary: £70,000 £75,000 depending on experience
About the role
PayPlan is creating a new Head of Customer Experience role to define, lead, and embed a truly end-to-end customer experience across the organisation.
This is a senior, strategic role with real influence. You will set the direction for how customers experience PayPlan at every touchpoint across digital journeys, automation, telephony, and service delivery ensuring experiences are simple, supportive, compliant, and designed around real customer needs.
Reporting into the Head of Marketing, youll play a pivotal role in shaping the future of PayPlan, working closely with Marketing, Operations, Transformation, and Technology teams. You will also have a strong voice in how tools such as Echo and BudgetSmart are designed and evolved to support vulnerable customers while improving efficiency and outcomes.
What youll be responsible for:
Define and own PayPlans Customer Experience strategy across the full client lifecycle
Set clear CX principles and standards across all channels
Lead customer research and insight activity
Own customer journey mapping and optimisation
Shape the experience layer of automation and self-service, including Echo
Partner with Marketing, Operations, and Transformation teams
Own the Voice of the Customer programme
Be accountable for CX performance metrics including NPS and CSAT
Champion accessibility and inclusive design
Lead and develop a small CX function
What success looks like:
Simpler, clearer customer journeys
Improved customer outcomes
Stronger alignment between CX and automation
Clear ownership of experience standards
Insight driving prioritised change
What were looking for:
Proven CX or service design leadership experience
Strong understanding of customer behaviour and journey design
Experience with NPS, CSAT, and VoC programmes
Senior stakeholder influence
Pragmatic, balanced decision-making
Commitment to inclusive and empathetic experiences
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job we offer a rewarding career. Come join us and make a difference in peoples lives whilst enjoying what you do!
If this sounds like the role for you, apply now or get in touch if youd like further information. If you require any adjustments to assist you in applying, please contact the HR team at PayPlan
Your application matters to us. Every application we receive is manually reviewed by our recruitment teamwe do not use AI or automated systems to screen candidates. Were committed to giving each applicant fair and thoughtful consideration.
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