Head of Customer Experience in Grantham

Head of Customer Experience

Location: Hybrid – Grantham (2 days per week)

Hours: Full time, Monday–Friday, 40 hours per week (35 working hours plus a paid 1-hour lunch)

Salary: £70,000 – £75,000 depending on experience

About the role
PayPlan is creating a new Head of Customer Experience role to define, lead, and embed a truly end‐to‐end customer experience across the organisation.

This is a senior, strategic role with real influence. You will set the direction for how customers experience PayPlan at every touchpoint – across digital journeys, automation, telephony, and service delivery – ensuring experiences are simple, supportive, compliant, and designed around real customer needs.

Reporting into the Head of Marketing, you\’ll play a pivotal role in shaping the future of PayPlan, working closely with Marketing, Operations, Transformation, and Technology teams. You will also have a strong voice in how tools such as Echo and BudgetSmart are designed and evolved to support vulnerable customers while improving efficiency and outcomes.

What you\’ll be responsible for

Define and own PayPlan\’s Customer Experience strategy across the full client lifecycle

Set clear CX principles and standards across all channels

Lead customer research and insight activity

Own customer journey mapping and optimisation

Shape the experience layer of automation and self‐service, including Echo

Partner with Marketing, Operations, and Transformation teams

Own the Voice of the Customer programme

Be accountable for CX performance metrics including NPS and CSAT

Champion accessibility and inclusive design

Lead and develop a small CX function

What success looks like

Simplier, clearer customer journeys

Improved customer outcomes

Stronger alignment between CX and automation

Clear ownership of experience standards

Insight driving prioritised change

What we\’re looking for

Proven CX or service design leadership experience

Strong understanding of customer behaviour and journey design

Experience with NPS, CSAT, and VoC programmes

Senior stakeholder influence

Pragmatic, balanced decision‐making

Commitment to inclusive and empathetic experiences

Who are PayPlan?
We believe that everyone should be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.

Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer‐focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people\’s lives whilst enjoying what you do!

If this sounds like the role for you, apply now or get in touch if you\’d like further information. If you require any adjustments to assist you in applying, please contact the HR team at PayPlan.

Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or automated systems to screen candidates. We\’re committed to giving each applicant fair and thoughtful consideration.

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