We have an excellent opportunity for an experienced Head of Customer Insight & Complaint Manager to join us. This role is responsible for overseeing the evolution of customer experience at AXA Partners UK. It includes producing insightful metrics, managing customer complaints effectively, and ensuring service quality standards comply with regulatory requirements. The ideal candidate will serve as a key authority in decision-making related to customer service and adherence to product terms and conditions.
You will be based in our Redhill office with a hybrid working arrangement. We operate a 35-hour week, Monday to Friday, 9am – 5pm.
Key Responsibilities:
1. Customer Insight Management:
o Produce and analyze NPS and other customer data to benchmark the customer experience.
o Develop insights from feedback to inform strategic decisions and improve satisfaction.
2. Complaint Management:
o Oversee complaint handling within regulatory frameworks.
o Coordinate escalation processes for timely resolution and stakeholder communication.
3. Quality Assessment:
o Conduct assessments to maintain service standards.
o Implement quality control and improvement plans.
4. Decision Authority:
o Make final decisions on servicing solutions and compliance with product terms.
o Collaborate across departments to align customer service strategies with organizational and regulatory goals.
Additional Responsibilities:
* Data Analysis and Benchmarking: Gather, analyze, and interpret customer satisfaction metrics, monitor trends, and establish industry benchmarks.
* Complaint Process Ownership: Ensure accurate complaint recording, handle investigations, manage workload, and drive data-driven improvements.
* Quality Improvement: Evaluate services, identify improvement opportunities, lead initiatives, and monitor progress.
* Design Authority: Final authority on servicing solutions, ensuring compliance and collaboration across departments.
Candidate Requirements:
* Commercial acumen in a B2B environment, stakeholder management skills, and strategic planning capabilities.
* Strong understanding of financial services and regulatory environment.
* Ability to connect disparate information, challenge status quo, and lead teams.
* Experience in risk, compliance, operational resilience, and operating at an executive level in complex organizations.
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