Director of Customer Experience

Role Overview

The Director of Customer Experience will provide strategic leadership and executive accountability for the end-to-end customer experience across laya healthcare, leading large-scale customer-facing operations and championing a customer-first culture.

What You Will Do

The Director will lead the development and delivery of the customer experience strategy, drive business transformation initiatives, and oversee customer outcome monitoring, complaints management, and remediation activities.

Why It Might Be a Fit

This is a unique opportunity to influence customer strategy at the highest level of the organisation, lead a talented team, and contribute directly to laya healthcare’s vision of empowering people to look after their health and wellbeing.

Requirements

• Significant senior leadership experience managing large-scale customer-facing operations
• A proven track record of leading strategic transformation and delivering customer-focused outcomes
• Strong experience influencing executive stakeholders and driving organisational change
• Deep understanding of customer experience, customer operations, and service excellence frameworks
• Experience working within a regulated environment, with knowledge of governance, risk management, and consumer protection obligations
• Exceptional communication, leadership, and stakeholder management capabilities
• Strategic thinking combined with strong operational execution skills

Benefits

• Vision insurance