Head of Customer Experience, Support & Resilience
Job Title: Head of Customer Experience, Support and Resilience
Target Start Date: May 2026
Contract Type: Permanent, Part Time, Full Time, Job Share option available
Salary Range: £88,000 - £132,000
Location: Location flexible, travel to Bournemouth and Glasgow essential.
Closing Date for applications: Tuesday 3rd February 2026
Overview: At Ageas, we help people protect what matters most. We’re one of the UK’s leading insurers, trusted by millions of customers for Motor, Home and more. Our business is changing for the better as we embark on a significant tech, people and process transformation.
Reporting to our Chief Customer Officer, the Head of Customer Experience, Support & Resilience will lead the delivery and ongoing enhancement of customer experience across our Ageas, esure and Saga brands with enterprise-wide accountability for customer experience and operational resilience.
You will have the opportunity to shape and implement programmes that optimise customer journeys, elevate service standards and drive operational excellence across both traditional and digital channel as well as overseeing the training for customer and claims functions.
Main Responsibilities
* Customer Experience – Shaping and delivering the customer operational roadmap by defining, developing and implementing programmes that optimise customer journeys and strengthen operational performance.
* Training and Development – Manage the Training and Development team to design and deliver all technical training requirements, ensuring effective learning strategies for all customer-facing colleagues, including offshore partners.
* Risk, Control & Quality Assurance – Maintain the risk management framework for Operations, ensuring regulatory compliance and effective mitigation of key risks, embedding a culture of accountability and control across teams.
* Operational Resilience – Enterprise-wide accountability for developing and embedding the Operational Resilience Framework across Operations, Claims, and Technology, overseeing business continuity to meet regulatory requirements.
* Continuous Improvement – Champion a culture of ongoing improvement across all operational functions identifying opportunities to streamline processes, enhance efficiency and adopt best practices.
* Leadership & Team Development – Inspire, lead and develop a high performing, diverse team across customer-facing functions building a culture of innovation, accountability and continuous learning.
Skills and experience
* Proven experience of delivering customer‑focused programmes and initiatives in complex operational environments.
* Experience of customer journey mapping and service design, applying insight tools such as NPS, VOC, and Root Cause Analysis in live environments.
* Strong strategic leadership, stakeholder management, and communication skills, with experience influencing at senior and board levels.
* Demonstrated ability to design and implement training strategies, applying learning principles in practice.
* Hands‑on experience of risk identification, monitoring, and mitigation, ensuring compliance with regulatory frameworks.
* Practical experience establishing and overseeing QA frameworks to monitor performance and ensure service quality.
Benefits
At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve Top Employer status in the UK.
Flexible Working: Smart Working @ Ageas gives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part‑time/job‑shares. We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.
Supporting
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