Head of Customer Strategy & Experience

Student Loans Company; Glasgow; Hybrid; GBP 120,000 - 150,000; Full time

Job summary

Student Loans Company seeks a Director of Customer Strategy to own and deliver our enterprise-wide customer strategy across the student finance lifecycle, from pre-application to repayment. You will be the voice of the customer, shaping journeys, service standards and the overall customer proposition while leading digital-first initiatives that improve outcomes and protect public funds.

You will operate across strategy, operations, policy and technology, collaborating with diverse teams to

Responsibilities

• Lead and shape the enterprise-wide customer strategy for the Student Loans Company across the full lifecycle from pre-application to repayment.
• Define target customer journeys and service standards to improve experience and outcomes.
• Drive digitisation, automation and a digital-first agenda to simplify interactions and reduce risk.
• Influence policy, service design and strategic decisions with customer insight across the organisation.
• Lead a broad set of stakeholders to deliver measurable improvements in customer experience and organisational performance.

Job description

Student Loans Company seeks a Director of Customer Strategy to own and deliver our enterprise-wide customer strategy across the student finance lifecycle, from pre-application to repayment. You will be the voice of the customer, shaping journeys, service standards and the overall customer proposition while leading digital-first initiatives that improve outcomes and protect public funds.

You will operate across strategy, operations, policy and technology, collaborating with diverse teams to