Complaints Experience & Journey Lead

Join us as a Complaints Experience & Journey Lead

• This is a rewarding opportunity to lead high-performing teams and create a culture focused on continuously improving customer and colleague experiences
• You’ll own the end-to-end complaints journey, setting the strategy and acting as the custodian of customer and colleague outcomes
• You'll be the voice of the complaints experience, with the scope to influence change at scale across the complaints ecosystem
  
  

What you’ll do

As our Complaints Experience & Journey Lead, you’ll own and shape the end-to-end complaints experience, driving insight-led transformation, journey redesign and continuous improvement. You'll use customer, colleague and complaints insight to identify pain points, remove friction and improve outcomes across the complaints journey.

You’ll deliver strong performance while balancing customer, colleague, commercial and regulatory priorities. Acting as a champion for the complaints experience, you'll help ensure decisions and improvement activity are focused on delivering fair, consistent and effective outcomes.

You’ll Also Be

• Driving root cause analysis and complaints insight, using data to identify themes, uncover drivers and prioritise improvement activity
• Turning insight into action by working with senior leaders and journey owners to deliver sustainable improvements
• Setting and prioritising the complaints improvement agenda, aligning investment and resources to the greatest customer, colleague and business opportunities
• Leading training, competence and capability development, making sure the right skills, tools and frameworks support a high-quality complaints experience
• Coaching and empowering Complaints Journey Managers to monitor performance, identify opportunities and deliver measurable improvements across the journey
• Championing customer and colleague needs by reducing effort, removing friction and improving complaints outcomes end to end
  
  

The skills you'll need

To succeed in this role, you’ll bring a strong understanding of the Financial Services sector, alongside deep expertise in complaints, customer journeys and the regulatory environment. You’ll be passionate about understanding customer and colleague experiences, using insight to shape strategy, driving meaningful change and improve outcomes at scale.

We’ll expect you to have strong expertise in complaints insight, data analysis and root cause methodologies, turning insight into measurable improvements through targeted journey and process enhancements.

You’ll Also Need

• Experience working across business, product and functional teams to deliver sustainable change
• Experience leading end-to-end complaints, customer experience or journey transformation at scale
• A proven track record of identifying customer and colleague pain points and delivering sustainable solutions
• Experience embedding training, competence and capability frameworks within a regulated environment
• Proven ability to drive customer-centric change across processes, systems and colleague experience
• The ability to simplify complex challenges and competing priorities, turning them into clear and actionable strategies