Customer Experience Manager

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

Shape brilliant customer experiences and turn insight into action

• Reports to Head of Operations
• Hybrid role with regular travel to London

We’re looking for a Customer Experience Manager to join our Operations Team. This is an exciting opportunity to lead and develop our Complaints and Technical team while shaping how we understand and improve the experience of our customers.

You’ll take ownership of complaints handling, customer satisfaction, online reputation and the customer journey across our brands and systems. Using insight from these areas, you’ll identify opportunities for improvement, strengthen customer outcomes and help us demonstrate good practice under Consumer Duty.

To really fly in this role

We think you’ll be a confident and supportive people manager who is passionate about delivering great customer experiences. You’ll enjoy working with data, spotting trends and turning insight into meaningful improvements.

You’ll be equally comfortable setting direction and getting into the detail, whether that means reviewing a complex complaint, interrogating customer satisfaction results or understanding where customers experience friction in their journey. You’ll be organised, commercially aware and confident working collaboratively across the business.

The Position

Role

• Customer Experience Manager

Reports to

• Head of Operations

Employment

Location

• Hybrid with regular travel to London

Focus

Customer experience, complaints, customer insight, online reputation and journey improvement

Team

• Customer-focused, collaborative, committed to continuous improvement

What you’ll do

Lead your team

• Lead, coach and develop our Complaints and Technical team
• Build a customer first culture based on focused continuous improvement

Improve customer outcomes

• Own complaints handling, including complex cases and FOS referrals
• Use complaints, CSAT and review data to identify improvements
• Ensure customers receive fair and consistent outcomes

Shape the customer journey

• Identify friction across our customer journeys and systems
• Work across teams to turn insight into action
• Oversee our presence across Trustpilot, Google Reviews and Defaqto
• Use reviews and quality insight to understand customer pain points
• Build a customer-first culture focused on continuous improvement

You would be perfect for this role

Your profile

• You’re a confident people leader – able to develop teams, set clear expectations and create a culture of continuous improvement.
• You turn insight into action – comfortable using data, complaints and customer feedback to spot trends and improve outcomes.
• You’re strategic and hands-on – able to see the bigger picture while stepping into the detail when needed

Experience should include

• Leading customer experience or complaints teams
• Complaints handling in a regulated environment
• Customer insight, journey improvement and online reputation management
• Working knowledge of FCA requirements and Consumer Duty

What we offer

What we offer

• 25–30 days holiday
• Private medical and life cover
• Work abroad through the Nomad policy
• Team socials and development support

First 6 months

• Get to know our customers, teams and journeys
• Turn insight into clear priorities and measurable improvement

Ready to shape what comes next?

Let’s build insurance that enables more people to travel.