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- Tasks: Lead the design and improvement of client journeys for exceptional experiences.
- Company: Join a forward-thinking organisation prioritising client experience and inclusivity.
- Benefits: Competitive salary, supportive culture, and opportunities for professional growth.
- Other info: Embrace diversity and inclusion in a dynamic work environment.
- Why this job: Shape impactful client experiences and drive meaningful change at scale.
- Qualifications: Senior-level experience in customer experience strategy and leadership.
The predicted salary is between 36000 - 60000 £ per year.
Ready for a role where client experience is a strategic priority you’ll lead? Are you driven by creating journeys that give people a better, clearer and more supportive experience when it matters most? Do you want to influence at scale, shaping the vision, frameworks and culture that underpin exceptional client experience? As Head of Client Experience Delivery, you’ll play a pivotal role in shaping how clients and creditor partners experience our services.
You’ll lead the design, governance and continuous improvement of our end-to-end journeys, ensuring they deliver clarity, confidence and consistency for the people who rely on us. Working closely with Product, Digital, Insights and Operations teams, you’ll bring strategic leadership and practical judgement, helping the organisation create a future-proofed, best-in-class experience that reflects our purpose and supports long-term transformation. This role requires someone who can set direction at an organisational level, while remaining close to the work to ensure change is grounded, aligned and effective.
What you’ll be doing
- Lead the design, definition and continuous improvement of end-to-end client and creditor partner journeys.
- Work with Product, Digital, Insights and Operational teams to shape service propositions and embed future-focused journey designs.
- Provide governance and oversight for all journey changes, ensuring alignment with desired outcomes and regulatory expectations.
- Lead Quality Monitoring, Complaints, Operational Risk and Advice Assurance functions to maintain consistent, compliant and high-quality service delivery.
- Oversee UAT and key change activity to ensure new systems, processes and improvements land successfully in operations.
- Own the COO directorate change plan, ensuring the scale and pace of change supports strong client and colleague outcomes.
- Build effective relationships across the organisation and with external partners to support aligned, coherent experience delivery.
- Support and develop the Client Experience Delivery teams, fostering a culture of learning, accountability and continuous improvement.
About you
You’ll bring senior-level experience shaping and leading customer or client experience strategies within complex service environments. You are comfortable operating at an enterprise level, setting vision, aligning functions and driving end-to-end improvements, while staying close enough to the work to ensure change is deliverable and outcome-focused.
You will bring:
- Significant experience in a senior customer or client experience leadership role, ideally within a regulated or service-led organisation.
- Expertise in quality assurance, controls management and operational risk.
- Excellent communication and stakeholder skills, with the ability to simplify complexity and build trust at senior levels.
- Proven leadership capability, with a focus on empowering teams and enabling high performance.
Equality, Diversity & Inclusion
Belonging sits at the heart of our organisation. We want Step Change to be a place where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds and life experiences. If you need adjustments during the recruitment process, we’ll support you.
Head of Client Experience Delivery in Leeds employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Experience Delivery in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your storytelling skills. Be ready to share specific examples of how you've improved client experiences in the past. Make it relatable and impactful!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Head of Client Experience Delivery in Leeds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in client experience strategies. We want to see how your background aligns with the role of Head of Client Experience Delivery, so don’t hold back on showcasing relevant achievements!
Showcase Your Leadership Skills: This role is all about strategic direction and practical leadership. Use your application to demonstrate how you've successfully led teams and driven improvements in client journeys before. We love seeing examples of empowering others and achieving high performance!
Keep It Clear and Concise: When writing your application, clarity is key! We appreciate straightforward language that gets to the point. Avoid jargon where possible and make it easy for us to understand your experience and vision for enhancing client experiences.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to be part of our community at StudySmarter!
How to prepare for a job interview at StepChange
✨Understand the Client Experience Landscape
Before your interview, dive deep into the current trends and challenges in client experience delivery. Familiarise yourself with the company's existing frameworks and how they align with their strategic priorities. This will help you articulate how your vision can enhance their client journeys.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you've empowered teams in previous roles. Use specific examples that highlight your ability to drive change while maintaining a focus on quality and compliance. This will demonstrate your capability to lead the Client Experience Delivery teams effectively.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical problems related to client experience. Think about past experiences where you successfully navigated complex service environments and be ready to share your thought process. This will showcase your practical judgement and strategic thinking.
✨Emphasise Collaboration Skills
Since this role involves working closely with various teams, be ready to discuss how you've built effective relationships across departments. Highlight instances where collaboration led to successful outcomes, as this will illustrate your ability to foster a culture of learning and accountability.