Head of Customer Experience

At Zego, we are working to be the most customer-centric insurance company ever created. To get there, we need exceptionally talented, bright, and driven people. We are looking for a dynamic, organized self-starter to help define the customer experience and plot the expansion planning needs for the Customer Experience (CX) team, supporting Zego's customers in any geography within Europe.

As the Head of Customer Experience you will be leading the team with the objective of delivering a high-quality customer experience within a rapidly expanding business. The role is highly collaborative requiring close alignments upstream and downstream on initiatives such as the design and implementation of enhanced customer experience roadmaps.

Working alongside the business teams on expansion plans and the Operations teams on service delivery, you will help coordinate a customer service network of CS associates that support new and existing customers across Europe.

Main responsibilities:

  • Own the implementation of the Customer Experience strategy across Europe
  • Shape the direction of the team (100+), keeping them focused and motivated to deliver the right results
  • Build  a team focused around cross-functional collaboration and on long-term scalability of the function
  • Support the CX senior leadership for the network strategy execution and expansion, including distributed working and outsourcing
  • Ensure superior customer experience for all languages served
  • Implement innovative processes to optimize the channel mix, implement skill-based routing, and improve the service structure to the benefit of the customers
  • Drive process improvements and adoption and keep pace with our rapid growth while motivating others to meet the challenges of a deadline-driven environment
  • Maintain a complete and thorough understanding of technical systems
  • Proactively identify opportunities for innovation, pilot the best ideas, and then implement broadly if proven to be advantageous
  • Drive execution and share visibility on the network’s operational, financial, and experience goals
  • Gain the trust of all key stakeholders on the business and provide guidance to meet customer experience and operational goals, contributing to planning the development of the internal administration tools
  • Regularly report out to the key stakeholders in an effective and concise manner

Requirements:

  • You have demonstrated experience in successfully launching projects of significant size
  • You are experienced in leading a Customer Experience team or a Customer Service organization  with a proven track record of customer satisfaction successes
  • You are a natural leader and have a proven track record of building and managing large teams both locally and remotely
  • You enjoy the challenge of building from scratch, you have done it before and have learnt the challenges of scalability
  • You have the ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals
  • You have solid experience managing time-critical technical projects in fast-paced and changing environments
  • You have 5+ years of experience in  leadership positions
  • Masters or advanced degree in business or quantitative field is preferred (i.e., math, statistics, engineering, or science)

Benefits:

  • Competitive salary package + share options
  • Working at VC backed high growth startup
  • Great working environment
  • 25 days holiday (plus bank holiday)
  • Continuous learning and development: you will be challenged with lots of responsibility and an exciting project
  • The personal allowance for coaching/therapy sessions

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