Head of Customer Experience

Head of Customer Experience

Salary – £75,000 to £80,000 per annum, dependent on experience.

Location – Folkestone Hybrid. The role requires working from our Folkestone office at least once a fortnight and ad‑hoc trips to London.

Package Description

• 25 days holiday + bank holidays
• Option to purchase additional leave – 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus – up to 15%
• Car allowance £4,800 per annum
• Private medical insurance after 1 year’s service
• Life assurance policy on joining – 4× salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

Main Responsibilities

• Define and lead Saga’s Insurance Customer Experience strategic and tactical roadmap.
• Translate brand principles and customer insights into end‑to‑end experience requirements across all journeys.
• Embed CX principles into change delivery, product development and operational processes.
• Lead end‑to‑end customer journey mapping across all contact channels to identify friction points, gaps and optimisation opportunities.
• Apply design thinking approaches to create intuitive, simple and high‑value customer experiences.
• Ensure journeys support customer needs, align with ‘Saga Experience’ expectations and uphold Consumer Duty standards.
• Collaborate with internal programme change teams and partners to deliver seamless customer transitions.
• Combine qualitative and quantitative customer insight to support development of the tactical and strategic roadmap and influence decisions and delivery prioritisation across Insurance.
• Strengthen and expand CX governance forums to prioritise key experience improvements and monitor progress effectively.
• Define, develop and maintain CX KPIs, including NPS, CSAT, customer effort, complaints and journey‑level metrics.
• Ensure clear accountability for customer experience across all functions and partner teams.
• Ensure training, onboarding and coaching consistently embed Saga’s CX principles and values.
• Provide tailored support for specialist areas including complaints handling, digital support, vulnerable customer needs and service recovery.
• Partner with Digital and Technology teams to share insight and customer feedback, ensuring customer needs are understood, challenged and represented at every stage.

The Ideal Candidate

• Proven record of leading Customer Experience in a customer‑facing organisation.
• Experience in the insurance industry is desirable; wider financial services experience is acceptable.
• Deep expertise in end‑to‑end service design, journey mapping and turning customer insight into clear actionable improvements.
• Strong analytical mindset with the ability to interpret insight, MI and customer trends to shape tactical and strategic priorities.
• Proven experience leading and managing teams in fast‑paced environments, achieving high‑level performance goals.
• Ability to operate confidently within matrix environments and influence senior stakeholders to secure alignment and drive transformation.
• Exceptional and engaging communicator with the ability to simplify complexity and align diverse stakeholders.
• Strong knowledge of regulatory requirements, including Consumer Duty, vulnerable customer frameworks and complaints handling.
• Strategic thinker who can also drive delivery and execute at pace, supporting teams through change with clarity and confidence.
• Experience in leading partner and outsourced operating models highly desirable.
• Solid understanding of project and programme management methodologies and processes.

We are a Disability Confident employer and ensure our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

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