Service Delivery & Customer Experience Manager
Are you passionate about creating exceptional customer experiences and driving service excellence? We’re looking for a Service Delivery & Customer Experience Manager to design, implement, and continuously improve the service delivery framework across Healix’s global assistance operations.
In this role, you’ll ensure that every customer interaction—calls, claims, and beyond—is handled with consistency, empathy, and excellence. You’ll lead initiatives around quality assurance, claims process optimization, and Voice of the Customer (VoC) programmes, making a real impact on customer satisfaction and operational performance.
Your job title in this role will be Customer Experience Framework Manager.
What we’re looking for
* Proven experience in service delivery, customer experience, or operations management within an international assistance or insurance environment.
* Strong understanding of quality assurance methodologies and claims processes.
* Analytical mindset with proficiency in Excel, PowerBI, and VoC tools.
* Excellent communication skills with a global mindset and ability to engage at all levels.
* Highly organized, able to manage multiple priorities, and comfortable building frameworks from the ground up.
Why join us?
You’ll be at the forefront of shaping customer experience for a global business, working on impactful projects that improve service quality and client satisfaction. If you thrive in a dynamic environment and want to make a tangible difference, we’d love to hear from you.
Apply now and help us deliver excellence worldwide!
About the role
What you’ll do
* Develop and maintain a global service delivery framework aligned with company values, SLAs, and international standards.
* Lead the Quality Assurance programme for customer interactions, including call monitoring, scoring, and feedback loops.
* Oversee the end-to-end claims process, ensuring timely, accurate, and empathetic handling.
* Design and manage VoC programmes, analyse feedback, and present actionable insights to senior leadership.
* Collaborate with cross-functional teams—Sales, Operations, IT, Compliance, and Learning & Development—to align service goals.
* Conduct audits, track KPIs (NPS, QA scores, claims turnaround), and drive continuous improvement initiatives.
About the company
All around the world, Healix safeguards people's health and wellbeing.
Required Criteria
* Proven experience in service delivery, customer experience, or operations management within an international assistance or insurance environment.
* Strong understanding of quality assurance methodologies and claims processes
* Analytical mindset with proficiency in Excel, PowerBI, and VoC tools
Desired Criteria
* Experience in Medical Assistance and/or Risk Management
Skills you'll need
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