Head of Customer Experience
CompanySaga plc.
Location
Folkestone, England, United Kingdom
Employment TypeFull-time
Posted At4/10/2026
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (39.0%).
Occupation TypeFunctional managers and directors not elsewhere classified.
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£74,700
(£38.31 per hour)
Occupation rate applies
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Description
Job Introduction
Head Of Customer Experience
Salary – £75,000 to £80,000 per annum, dependent on experience
Folkestone Hybrid
At Saga Insurance customer experience isn’t just a function - it’s the heartbeat of everything we do.. We are on a mission to deliver brilliantly simple, consistently exceptional experiences for our customers, and we’re 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.
You’ll 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, you’ll be the driving force behind a seamless, insight-led customer journey.
Working closely with Marketing and Brand, you’ll 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, you’ll ensure every investment delivers real impact and strengthens our connection with our customers.
If you’re 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.
Role Responsibility
Head Of Customer Experience
Salary – £75,000 to £80,000 per annum, dependent on experience
Folkestone Hybrid
At Saga Insurance customer experience isn’t just a function - it’s the heartbeat of everything we do.. We are on a mission to deliver brilliantly simple, consistently exceptional experiences for our customers, and we’re 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.
You’ll 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, you’ll be the driving force behind a seamless, insight-led customer journey.
Working closely with Marketing and Brand, you’ll 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, you’ll ensure every investment delivers real impact and strengthens our connection with our customers.
If you’re 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.
Role Responsibility
As our Head of Customer Experience, you will be the overall owner for defining and leading Saga’s Insurance Customer Experience strategic and tactical roadmap.
Other accountabilities will include:
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.
Other accountabilities will include:
- Translating Saga’s 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 Saga’s 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.
Package Description
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
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. We’re 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.
We’re 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 we’ve 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. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll 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.
Saga Group