Head of Customer Experience

Salary £75,000 to £80,000 per annum, dependent on experience

Folkestone Hybrid

At Saga Insurance customer experience isnt just a function - its the heartbeat of everything we do.. We are on a mission to deliver brilliantly simple, consistently exceptional experiences for our customers, and were looking for a CX leader who can bring that vision to life, both internally and across our valued partner network. This is a unique opportunity to shape how our brand is experienced at every touchpoint, ensuring our distinctive Saga Experience is not only understood, but truly lived and breathed.

Youll take the lead in embedding our CX framework across external partner onboarding, setting the gold standard for service delivery through robust quality assurance and performance monitoring. From championing our heritage and brand principles to aligning every interaction with our tone of voice and values, youll be the driving force behind a seamless, insight-led customer journey.

Working closely with Marketing and Brand, youll translate customer insights into meaningful, measurable improvements whilst leading a high-performing CX function spanning insight, journey design, and continuous improvement. With ownership of budgets, strategy, and partner performance, youll ensure every investment delivers real impact and strengthens our connection with our customers.

If youre passionate about turning strategy into standout experiences and influencing at every level to make it happen, this is your moment.

We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone office at least once a fortnight as well as ad hoc trips to our London office, allowing us to collaborate and share success as a business.

At Saga, we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE FOR THIS ROLE:

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 15%
• Car allowance £4,800 per annum
• Private medical insurance after 1 years service
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

As our Head of Customer Experience, you will be the overall owner for defining and leading Sagas Insurance Customer Experience strategic and tactical roadmap.

Other accountabilities will include:

Translating Sagas brand principles and customer insights into end to end experience requirements across all journeys.

Embedding CX principles into change delivery, product development and operational processes

Leading end to end customer journey mapping across all contact channels to identify friction points, gaps and optimisation opportunities.

Applying design thinking approaches to create intuitive, simple and high value customer experiences.

Ensuring journeys support Customer needs, aligning with Saga Experience expectations and uphold Consumer Duty standards.

Collaborating with internal programme change teams and partners to deliver seamless customer transitions.

Combining qualitative and quantitative customer insight to support development of the tactical and strategic roadmap and to influence decisions and delivery prioritisation across Insurance.

Strengthening and expand CX governance forums to prioritise key experience improvements and monitor progress effectively.

Defining, developing and maintaining CX KPIs, including NPS, CSAT, customer effort, complaints and journey level metrics.

Ensuring clear accountability for customer experience across all functions and partner teams.

Ensure training, onboarding and coaching consistently embed Sagas CX principles and values.

Providing tailored support for specialist areas including complaints handling, digital support, vulnerable customer needs and service recovery.

Partnering with Digital and Technology teams to share insight and customer feedback ensuring customer needs are understood, challenged and represented at every stage.

As our Head of Customer Experience, you would have a proven track record of leading Customer Experience in a customer-facing organisation.

Whilst experience in the Insurance industry is desirable, we would be happy to consider applications from candidates with experience in the wider financial services sector.

Deep expertise in end-to-end service design, journey mapping and turning customer insight into clear actionable improvements.

Strong analytical mindset, ability to interpret insight, MI and customer trends to shape tactical and strategic priorities.

Proven experience leading and managing teams, often in fast-paced environments, to achieve high-level performance goals.

Able to operate confidently within matrix environments and influence senior stakeholders to secure alignment and drive transformation.

Exceptional and engaging communicator with a proven ability to simplify complexity and align diverse stakeholders.

Strong, proven understanding of regulatory requirements, including Consumer Duty, vulnerable customer frameworks and complaints handling.

Strategic thinker who can also drive delivery and execute at pace supporting teams through change with clarity and confidence.

Experience in leading partner and outsourced operating models highly desirable.

Solid understanding of project and programme management methodologies and processes

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. Were the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and?our Saga Magazine.

Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose.

Were committed to making sure that colleagues can be their best, be themselves and make a difference more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity?and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture weve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. Were also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and youll receive personal communication throughout your applicant journey when you apply to join Saga.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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