Head of Customer Success

Role Overview

As the Head of Customer Success, you will act as the executive champion for our customer proposition both internally and externally to ensure exceptional customer experience and the continuous improvement of the customer proposition.

What You Will Do

Drive strategy & partner interface, support regulatory compliance & governance, guide operational direction & data insights, and steward tech & future proofing.

Why It Might Be a Fit

You will bridge executive commercial goals with operational execution, steward the evolution of our omni-channel customer support solutions roadmap, and embed FCA Consumer Duty standards to ensure friction-free, high-quality customer outcomes.

Requirements

• Minimum 5 years in senior customer operations leadership within the UK general insurance market (MGA or broker MVI experience highly preferred)
• Proven track record of leading a regulated operations customer service function, with experience managing customer service provision to high-value affinity relationships or corporate partnerships
• Experience working alongside insurers and third-party suppliers to deliver customer operational excellence
• Demonstrated experience delivering workflow solutions that optimise the combination of digital technology and human intervention
• Degree preferred; professional insurance qualifications, such as Diploma (DipCII) or Advanced Diploma (ACII) from the Chartered Insurance Institute, are highly desirable

Benefits

• Competitive salary
• Comprehensive benefits package designed to support your wellbeing and reward your impact as we scale our business