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:
1. Define and own PayPlans Customer Experience strategy across the full client lifecycle
2. Set clear CX principles and standards across all channels
3. Lead customer research and insight activity
4. Own customer journey mappin...