Head Of Customer Experience Folkestone Hybrid, London Hybrid £75,000 - £80,000 Per Annum Dependent On Experience Full Time Apply By 23 April, 2026 Posted On 10 April, 2026
Saga Group Ltd
Folkestone, United Kingdom
Base: £75,000 to £80,000 py; bonus: up to 15% comp...
Hybrid (onsite in folkestone at least once a fortnight, ad hoc visits to london)
End-to-end customer journey mapping
Consumer duty regulatory compliance
Cx framework embedding and governance
Saga Group Ltd is seeking a Head of Customer Experience to lead its mission of delivering exceptional customer interactions in its insurance division. The position requires a strategic leader with strong experience in customer experience management and a passion for enhancing customer journeys
Job Summary
This role leads the strategic and tactical roadmap for Saga's Insurance Customer Experience, ensuring the brand vision is lived across all touchpoints.
The successful candidate will embed CX principles into product development and operational processes while managing robust quality assurance and performance monitoring.
Candidates benefit from a comprehensive package including a £4,800 car allowance, up to 15% performance bonus, and 25 days of holiday plus bank holidays.
Matching Summary
Match Score: 85
Saga Group Ltd is seeking a Head of Customer Experience to lead its mission of delivering exceptional customer interactions in its insurance division. The position requires a strategic leader with strong experience in customer experience management and a passion for enhancing customer journeys.
Salary
Base: £75,000 to £80,000 per annum; Bonus: Up to 15% company performance related annual bonus; Benefits: 25 days holiday + pension matched up to 10%; Car allowance £4,800
Skills & Requirements
Must-have
End-to-end customer journey mapping
Consumer Duty regulatory compliance
CX framework embedding and governance
Partner network onboarding and management
Qualitative and quantitative insight analysis
Nice-to-have
Insurance industry background
Design thinking methodology application
Vulnerable customer support expertise
Outsourced operating model experience
High-performing team leadership
Key Requirements
Proven track record leading Customer Experience in customer-facing organizations
Strong understanding of Consumer Duty and complaints handling regulations
Experience influencing senior stakeholders in matrix environments