Head of Customer Experience
Head of Customer Experience
Founded in 2000 by two clinicians, Healix Health was built on the belief that healthcare works best when it’s personal, not prescriptive.
Following a period of significant recent growth, Healix Health has a bold vision for the future, supported by an ambitious Portfolio of Change. This is an exciting time to join a dynamic organisation where transformation, collaboration and pace are central to success.
We're looking for an experienced and inspiring Head of Customer Experience to lead customer excellence initiatives across the business, driving service quality, customer advocacy, continuous improvement and colleague development.
This is an excellent opportunity for a senior operational leader who is passionate about delivering outstanding customer outcomes, leading high-performing teams and embedding a culture of service excellence across a growing organisation.
About this role
About this role
As Head of Customer Experience, you'll lead the teams and initiatives that shape every stage of the customer journey. Responsible for Quality Assurance, Training & Development, Complaints, Continuous Improvement and designated operational teams, you'll use customer insight, performance data and colleague development to drive service excellence, improve customer outcomes and support business growth.
Key Responsibilities:
Lead and enhance the customer experience strategy across the business.
Drive improvements in customer satisfaction, advocacy and service performance.
Oversee Quality Assurance, Training, Complaints and Continuous Improvement functions.
Use customer feedback, operational data and quality insights to identify and implement improvements.
Lead service transformation, innovation and customer-focused change initiatives.
Ensure operational KPIs, SLAs and quality standards are consistently achieved.
Develop high-performing leaders and teams through coaching, engagement and performance management.
Build a culture of accountability, continuous improvement and customer-centricity.
Essential Skills & Experience:
Senior leadership experience within Contact Centre Customer Experience, Customer Service or Operations.
Experience leading Quality Assurance, Training, Complaints and/or Continuous Improvement functions.
Strong understanding of customer experience metrics, insight and service improvement.
Proven ability to translate data and customer feedback into measurable business outcomes.
Exceptional stakeholder management and influencing skills.
Track record of leading, developing and motivating high-performing teams.
Commercially aware with a focus on customer and operational performance.
You'll Be:
A passionate advocate for exceptional customer experiences.
An inspirational and engaging people leader.
Customer-focused, commercially minded and results-driven.
Collaborative, resilient and comfortable operating in a fast-paced environment.
Committed to continuous improvement and organisational excellence.
Further Details:
Full-time role based in Bristol/Esher.
Reporting to the Operations Director.
Leadership responsibility for Complaints, Training and designated operational teams.
A highly visible role with the opportunity to shape customer experience strategy and influence business-wide performance.
Join a growing organisation where you can make a significant and lasting impact.
What you will need
Required criteria
- Experience leading operational teams alongside Quality Assurance, Training, Complaints and/or Continuous Improvement functions.
- Strong understanding of customer experience principles.
- Experience developing and implementing service improvement strategies.
- Exceptional stakeholder management and influencing skills.
- Proven people leadership experience, including coaching, developing and leading high-performing teams.
- Must ensure compliance with Financial Conduct Authority (FCA) regulations and the company's Treating Customers Fairly policy.
Desired criteria
- Experience within the healthcare, insurance, or corporate trust sectors.
- Experience with digital transformation and service innovation initiatives.
Skills needed for this job opportunity
Continuous Improvement
Quality Management
Regulatory Compliance
Strategy Formulation
KPIs
Managing Performance
Leadership
