Head of Customer Success

🚀 We’re on a mission to make: The most successful insurance disruptor people want to stay with for life

Are you ready to transform the insurance industry with innovative technology? At Policy Expert, we are on a mission to revolutionize Home, Pet, and Motor insurance, making it clear, fair, and great value for customers. Since our inception in 2011, our breakthrough thinking and proprietary tech, have won us over 1.5 million customers and the title of the UK’s No.1-rated home insurance provider for 9 years. 🏆  

Hear from our team about what it's like working at Policy Expert ✨ 

The role and what you will be doing:

The Head of Customer Standards is responsible for developing and overseeing the implementation of customer experience standards that align with company goals and regulatory requirements.  This role ensures a consistent, high-quality experience across all customer interactions by creating guidelines, frameworks, monitoring reports, conducting audits, and continuously improving processes. A key team member of the Chief Customer Officer, this role requires a level of autonomy with deep collaboration across teams, including marketing, claims, underwriting, product development, and customer service to implement frameworks and MI to deliver the company customer success strategy across all touch-points.

Main responsibilities:

• Define and Develop Customer Standards: Establish and create comprehensive customer experience standards, policies, and procedures that support the company’s vision and goals.  Develop benchmarks and quality criteria for evaluating customer interactions across all channels (e.g., support, sales, on boarding).
• Quality Assurance and Compliance: Implement a quality assurance (QA) framework to monitor compliance with established standards, including regular audits, customer surveys, and performance assessments.  Ensure adherence to regulatory standards and customer protection guidelines, partnering with legal and compliance teams as needed.
• Customer Insights and Continuous Improvement: Key stakeholder in the development and implementation of Voice of the Customer (VoC) program.  Leverage data from all sources of customer feedback and complaints to identify areas for improvement in customer standards.  Drive continuous improvement by implementing feedback loops, regularly updating standards, and innovating based on data and customer insights.
• Cross-Functional Collaboration and Stakeholder Management:  Act as a liaison between departments to ensure alignment on customer standards and support smooth change management processes.  Appropriately challenge peers and stakeholders across the business where evidence of poor customer experience has been identified.
• Metrics and Performance Tracking:  Define key performance indicators (KPIs) to measure the effectiveness of customer standards, such as CSAT, NPS, First Contact Resolution (FCR), and Customer Effort Score.  Develop regular reporting on performance metrics, presenting insights to senior management and recommending strategic adjustments.  Track customer satisfaction trends and assess the impact of customer standards on overall experience and retention.
• Team Leadership and Development:  Lead and mentor a team responsible for QA, customer insights, and standards implementation.  Foster a high-performance, customer-focused culture within the team, encouraging collaboration, professional development, and accountability.  Support recruiting, on boarding, and development initiatives to build a skilled and customer-centric team.  Represent the company in regulatory reviews, audits, and other industry forums, ensuring transparent communication and initiative-taking customer success engagement.

Who are you?

A Head of Customer Standards plays a pivotal role in setting, monitoring, and improving standards to ensure exceptional customer experiences across all touchpoints. This position focuses on defining best practices, implementing quality frameworks, and collaborating with cross-functional teams to maintain high standards that align with customer expectations and regulatory requirements.

• Experience – Strong demonstrable experience in customer experience, quality assurance, customer success, or a related field, with at least 5 years in a leadership role.
• Industry Knowledge: Familiarity with industry-specific customer standards and regulatory requirements (e.g., financial services, healthcare, insurance) is highly desirable.
• Skills:
• Strong understanding of CX metrics and methodologies (e.g., CSAT, NPS, CES).
• Expertise in Root Cause Analysis, quality assurance, and process improvement frameworks.
• Data-driven with strong analytical skills and proficiency in data visualization tools (e.g., Power BI, Tableau).
• Exceptional communication and stakeholder management skills, with the ability to influence cross-functional teams.
• Leadership abilities with experience in coaching, mentoring, and developing teams.
• Proficient in the use of Microsoft packages and in production of credible MI and Power Point presentations.
• Experience of reporting and presenting to the Executive Team and Board of Directors in an engaging, clear and confident manner.

Key Attributes for Success:

Personal Attributes:

• Customer-centric mindset with a passion for driving quality and improving the customer experience.
• Strong attention to detail and organizational skills.
• Collaborative and solution-oriented approach.
• Adaptability to work in a fast-paced, evolving environment.

Key Performance Indicators (KPIs):

• CSAT, NPS, and Customer Effort Score improvements.
• Compliance rate with customer standards across all channels.
• Reduction in customer complaints and escalation rates.
• Timely completion of quality audits and root cause analyses.
• Consistent achievement of customer experiences improvement targets

Benefits:

📍 This role will be based in our Motherwell office in a Hybrid mode.

💸 Generous Pension contribution scheme

🏥 Private medical & Dental cover

😁 Enhanced maternity & paternity 

🌈 Employee Wellbeing Programme

What We Stand for and Next Steps: We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment.

At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.

We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.