Head of Customer Experience

ECR Global; Dunfermline; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

ECR Global in Edinburgh is seeking a Head of Customer Remediation to lead remediation, risk events, and complaints within a large customer operation. The role oversees two heads and their teams, shaping a fast, accurate read of issues across process, tech and people, and delivering tactical fixes while designing a durable operating model.

You will rebuild the quality and oversight framework, moving from manual sampling to a modern approach driven by analytics and AI, with a focus on reducing

Qualifications

• Controls, quality or risk background with an operational mindset.
• Track record of fixing or turning around regulated operations.
• Sharp analytical instincts and attention to detail.
• Commercial judgement to build a business case and reduce costs.
• Credible leadership of other leaders and tough decision-making.
• Regulated-environment experience; financial services or related sectors.

Responsibilities

• Taking ownership of remediation, risk events and complaints, leading two heads and their teams.
• Getting a clear, honest grip on issues across process, technology and people, and setting priorities.
• Fixing problems tactically now while designing a durable model.
• Rebuilding the quality and oversight model beyond manual sampling, using analytics/AI.
• Delivering a costed plan to reduce service penalties on complaints measures.
• Strengthening controls in a regulated environment with customer outcomes at the centre.

Skills

Controls background

Quality assurance

Risk management

Operational mindset

Leadership

Regulated-environment experience

Tools

Speech analytics tools

AI in QA

Job description

Head of Customer Remediation - Edinburgh (hybrid 4 days a week)

A major UK life and pensions business is building a new senior role to take ownership of remediation, risk events and complaints across a customer operation of around 50 to 60 people. It's a genuine build-and-fix brief, and we're looking for someone who's energised by that rather than daunted by it.

You'd lead two established heads, one running risk events and one running complaints, and your job is to get a fast, accurate read of where the problems sit, put tactical fixes in place now, and design an operating and oversight model that holds up over the next 12 to 24 months.

We'll be straight with you about the challenge, because it's the reason the role exists. The foundations need work: a large and ageing calculation and correspondence estate, and a quality model that still leans on manual case sampling. If that makes you more interested rather than less, read on.

What you'll be doing

• Taking ownership of remediation, risk events and complaints, leading two heads and their teams
• Getting a clear, honest grip on the issues across process, technology and people, and setting the priorities
• Fixing problems tactically now while designing a model built to last
• Rebuilding the quality and oversight model, moving from manual sampling to a modern approach driven by speech analytics and AI
• Delivering a costed plan to reduce the service penalties incurred on complaints measures
• Strengthening controls and assurance in a regulated environment, with customer outcomes at the centre

What we're looking for

• A controls, quality or risk background paired with a genuinely operational, get-it-done mindset
• A track record of fixing or turning around operations in a regulated, legacy-heavy environment
• Sharp analytical instincts and an eye for detail. The kind of person who spots the issue others have stopped looking for and won't let it go
• Commercial judgement, able to build a business case, prioritise and take cost out
• Credible leadership of other leaders, including the confidence to make difficult calls
• Regulated-environment experience. Financial services is a strong plus, and we're equally open to people from telecoms, energy or banking, where complaints and regulatory regimes are mature

If you are looking for a challenge, visibility and the ability to drive change. This could be a great opportunity for you.