Head of Customer Experience

Founded in 2000 by two clinicians, Healix Health was built on the belief that healthcare works best when it’s personal, not prescriptive.

Following a period of significant recent growth, Healix Health has a bold vision for the future, supported by an ambitious Portfolio of Change. This is an exciting time to join a dynamic organisation where transformation, collaboration and pace are central to success.

We're looking for an experienced and inspiring Head of Customer Experience to lead customer excellence initiatives across the business, driving service quality, customer advocacy, continuous improvement and colleague development.

This is an excellent opportunity for a senior operational leader who is passionate about delivering outstanding customer outcomes, leading high-performing teams and embedding a culture of service excellence across a growing organisation.

About The Role

About this role

As Head of Customer Experience, you'll lead the teams and initiatives that shape every stage of the customer journey. Responsible for Quality Assurance, Training & Development, Complaints, Continuous Improvement and designated operational teams, you'll use customer insight, performance data and colleague development to drive service excellence, improve customer outcomes and support business growth.

Key Responsibilities:

• Lead and enhance the customer experience strategy across the business.
• Drive improvements in customer satisfaction, advocacy and service performance.
• Oversee Quality Assurance, Training, Complaints and Continuous Improvement functions.
• Use customer feedback, operational data and quality insights to identify and implement improvements.
• Lead service transformation, innovation and customer-focused change initiatives.
• Ensure operational KPIs, SLAs and quality standards are consistently achieved.
• Develop high-performing leaders and teams through coaching, engagement and performance management.
• Build a culture of accountability, continuous improvement and customer-centricity.

Essential Skills & Experience:

• Senior leadership experience within Contact Centre Customer Experience, Customer Service or Operations.
• Experience leading Quality Assurance, Training, Complaints and/or Continuous Improvement functions.
• Strong understanding of customer experience metrics, insight and service improvement.
• Proven ability to translate data and customer feedback into measurable business outcomes.
• Exceptional stakeholder management and influencing skills.
• Track record of leading, developing and motivating high-performing teams.
• Commercially aware with a focus on customer and operational performance.

You'll Be:

• A passionate advocate for exceptional customer experiences.
• An inspirational and engaging people leader.
• Customer-focused, commercially minded and results-driven.
• Collaborative, resilient and comfortable operating in a fast-paced environment.
• Committed to continuous improvement and organisational excellence.

Further Details:

• Full-time role based in Bristol.
• Reporting to the Operations Director.
• Leadership responsibility for Complaints, Training and designated operational teams.
• A highly visible role with the opportunity to shape customer experience strategy and influence business-wide performance.
• Join a growing organisation where you can make a significant and lasting impact.

Required Criteria

• Experience leading operational teams alongside Quality Assurance, Training, Complaints and/or Continuous Improvement functions.
• Strong understanding of customer experience principles.
• Experience developing and implementing service improvement strategies.
• Exceptional stakeholder management and influencing skills.
• Proven people leadership experience, including coaching, developing and leading high-performing teams.
• Must ensure compliance with Financial Conduct Authority (FCA) regulations and the company's Treating Customers Fairly policy.

Desired Criteria

• Experience within the healthcare, insurance, or corporate trust sectors.
• Experience with digital transformation and service innovation initiatives.

Skills Needed

Continuous Improvement, Quality Management, Regulatory Compliance, Strategy Formulation, KPIs, Managing Performance, Leadership

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. 

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities

Salary

Not disclosed