Head of Customer Experience & Service Excellence

Diaspora Insurance; Birmingham; Hybrid; GBP 75,000 - 110,000; Full time

Job summary

Diaspora Insurance is seeking a seasoned Customer Experience leader to own end-to-end journeys for UK and diaspora customers. You will drive strategy, culture, and delivery to boost NPS, reduce complaints, and improve retention while ensuring FCA Consumer Duty compliance.

Lead the service expansion across digital channels and customer portals, embedding a data-driven approach with dashboards for Exco/Board reporting and budget management.

Qualifications

• 8+ years in Customer Experience, Customer Service, or Operations.
• 3+ years leading teams of 10+ people.
• Insurance or Financial Services experience mandatory.
• Proven track record improving NPS and reducing complaints in a regulated environment.
• Experience delivering multi-channel service: phone, email, WhatsApp, chat, self-serve

Responsibilities

• Lead and transform the end-to-end customer journey for Diaspora Insurance customers across the UK and diaspora markets.
• Own the strategy, culture, and delivery of a customer-centric business that drives higher NPS, lower complaints, and higher retention while meeting FCA Consumer Duty.
• Develop and own the 3-year Customer Experience Strategy aligned to the business plan.
• Embed customer-centric culture across Sales, Claims, Underwriting, and Service.
• Map and redesign journeys for quote, onboarding, servicing, claims, and renewal.
• Lead Customer Service team, contact centre, and digital channels.
• Ensure compliance with FCA Consumer Duty, DISP complaints rules, ICO GDPR.
• Partner with Claims to reduce TAT and improve transparency/communication.
• Use CRM, telephony, and feedback data to drive weekly improvements.
• Work with Product/IT to improve website, app, WhatsApp, and customer portal UX.
• Build dashboards for Exco/Board reporting.
• Monthly CX report to Exco and quarterly update to Board.
• Own complaints MI and remediation plans per FCA requirements.
• Manage CX budget, vendors, and outsourcing partners

Skills

Customer Experience

Leadership

Data & Insights

Insurance Knowledge

Regulatory Knowledge

Stakeholder Management

Change Management

Education

Bachelor’s Degree in Business/Marketing/Communications

2:1 or above

CII – Chartered Insurance Institute

CCXP – Certified Customer Experience Professional

CIM – Chartered Institute of Marketing

Lean Six Sigma Green Belt or above

Tools

Salesforce

Zendesk

PowerBI

Tableau

Job description

Diaspora Insurance is seeking a seasoned Customer Experience leader to own end-to-end journeys for UK and diaspora customers. You will drive strategy, culture, and delivery to boost NPS, reduce complaints, and improve retention while ensuring FCA Consumer Duty compliance.

Lead the service expansion across digital channels and customer portals, embedding a data-driven approach with dashboards for Exco/Board reporting and budget management.