Customer Experience Leader - Hybrid, Travel to London

Ancile Insurance Group; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Holiday entitlement

Private medical and life cover

Nomad policy

Team socials

Development support

Job summary

Ancile Insurance Group in London is seeking a Customer Experience Manager to lead the Complaints and Technical team, shaping how customers experience our brands and systems.

You will own complaints handling, monitor CSAT, and drive improvements across journeys, with regular travel to London and a hybrid work pattern.

The role requires a confident people leader who can turn insight into action and ensure fair, consistent outcomes under Consumer Duty.

Qualifications

• Leading customer experience or complaints teams.
• Experience in regulated complaints handling.
• Strong focus on customer insight and journey improvement.
• Familiarity with FCA requirements and Consumer Duty.

Responsibilities

• Lead, coach and develop our Complaints and Technical team.
• Build a customer first culture based on focused continuous improvement.
• Own complaints handling, including complex cases and referrals.
• Use CSAT and review data to identify improvements.
• Oversee presence across Trustpilot, Google Reviews and Defaqto.
• Turn insights into action across teams.

Skills

People leadership

Data-driven decisions

Customer experience

Regulatory compliance

Tools

Trustpilot

Google Reviews

Defaqto

Job description

Ancile Insurance Group in London is seeking a Customer Experience Manager to lead the Complaints and Technical team, shaping how customers experience our brands and systems.

You will own complaints handling, monitor CSAT, and drive improvements across journeys, with regular travel to London and a hybrid work pattern.

The role requires a confident people leader who can turn insight into action and ensure fair, consistent outcomes under Consumer Duty.