Head of Customer Experience, Support & Resilience in Bournemouth

At Ageas, we help people protect what matters most. We’re one of the UK’s leading insurers, trusted by millions of customers for Motor, Home and more. Our business is changing for the better as we embark on a significant tech, people and process transformation. Reporting to our Chief Customer Officer, the Head of Customer Experience, Support & Resilience will lead the delivery and ongoing enhancement of customer experience across our Ageas, esure and Saga brands with enterprise-wide accountability for customer experience and operational resilience. You will have the opportunity to shape and implement programmes that optimise customer journeys, elevate service standards and drive operational excellence across both traditional and digital channels as well as overseeing the training for customer and claims functions.

Main Responsibilities:

• Customer Experience: Shaping and delivering the customer operational roadmap by implementing programmes that optimise customer journeys and strengthen operational performance.
• Training and Development: Manage the Training and Development team to design and deliver all technical training requirements, ensuring effective learning strategies for all customer-facing colleagues, including offshore partners.
• Risk, Control & Quality Assurance: Maintain the risk management framework for Operations, ensuring regulatory compliance and effective mitigation of key risks, embedding a culture of accountability and control across teams.
• Operational Resilience: Enterprise-wide accountability for developing and embedding the Operational Resilience Framework across Operations, Claims, and Technology, overseeing business continuity to meet regulatory requirements.
• Continuous Improvement: Champion a culture of ongoing improvement across all operational functions, identifying opportunities to streamline processes, enhance efficiency and adopt best practices.
• Leadership & Team Development: Inspire, lead and develop a high performing, diverse team across customer-facing functions building a culture of innovation, accountability and continuous learning.

Skills and Experience Required:

• Proven experience of delivering customer-focused programmes and initiatives in complex operational environments.
• Experience of customer journey mapping and service design, applying insight tools such as NPS, VOC, and Root Cause Analysis in live environments.
• Strong strategic leadership, stakeholder management, and communication skills, with experience influencing at senior and board levels.
• Demonstrated ability to design and implement training strategies, applying learning principles in practice.
• Hands-on experience of risk identification, monitoring, and mitigation, ensuring compliance with regulatory frameworks.
• Practical experience establishing and overseeing QA frameworks to monitor performance and ensure service quality.

At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve Top Employer status in the UK. Here are some of the benefits you can enjoy at Ageas:

• Flexible Working: Smart Working @ Ageas gives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares. We also offer a minimum of 35 days holiday (including bank holidays) and you can buy and sell days.
• Supporting your Health: Dental Insurance, Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities – Mindfulness.
• Supporting your Wealth: 50% off esure and Sheilas' Wheels motor and home insurance, Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.
• Supporting you at Work: Well-being activities, mindfulness sessions, Sports and Social Club events and more.
• Supporting you and your Family: Maternity/pregnant parent/primary adopter entitlement of 16 weeks at full pay and paternity/non-pregnant parent/co-adopter at 8 weeks’ full pay.
• Benefits for Them: Partner Life Assurance and Critical Illness cover.
• Get some Tech: Deals on various gadgets including Wearables, Tablets and Laptops.
• Getting around: Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.
• Supporting you back to work: Return to work programme after maternity leave.

About Ageas: We are one of the largest car and home insurers in the UK. Our People help Ageas to be a thriving, creative and innovative place to work. We show this in the service we provide to over four million customers. As an inclusive employer, we encourage anyone to apply. We’re a signatory of the Race at Work Charter and Women in Finance Charter, member of iCAN and GAIN. As a Disability Confident Leader, we are committed to ensuring our recruitment processes are fully inclusive. That means if you are applying for a job with us, you will have fair access to support and adjustments throughout your recruitment experience. If the list does not cover the support you need, please contact our Recruitment Team to discuss how they can help. We also guarantee an interview for applicants with a disability who meet the minimum criteria for the role.

We have a zero-tolerance approach towards any form of harassment during the recruitment process, ensuring that everyone is treated with respect and professionalism. Our aim is to have great people everywhere in our business and we’re always looking for outstanding people to join us. Most roles across Ageas allow a proportion of your time to be spent working from home and we’re open to discussing flexible working, including full-time, part-time or job share arrangements.