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- Tasks: Lead and shape the customer experience strategy at PayPlan.
- Company: Join a compassionate team dedicated to helping those in financial distress.
- Benefits: Competitive salary, supportive culture, and opportunities for personal growth.
- Why this job: Make a real impact on customers' lives while developing your career.
- Qualifications: Proven leadership in customer experience and strong understanding of customer journeys.
- Other info: Hybrid working model with a focus on empathy and inclusivity.
The predicted salary is between 60000 - 75000 £ per year.
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:
- Simpler, 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.
Head of Customer Experience employer: Totemic Ltd
Contact Detail:
Totemic Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at PayPlan or similar companies. A friendly chat can open doors and give you insider info on the company culture and what they really value in a candidate.
✨Tip Number 2
Prepare for the interview by diving deep into PayPlan’s mission and values. Show us how your experience aligns with our commitment to empathy and respect. Bring examples of how you've improved customer experiences in previous roles to the table!
✨Tip Number 3
Don’t just wait for the interview; engage with us on social media! Follow PayPlan, comment on our posts, and share relevant content. This shows your genuine interest and helps you stand out from the crowd.
✨Tip Number 4
When you apply through our website, make sure to tailor your application to highlight your leadership in customer experience. Use specific metrics like NPS and CSAT to demonstrate your impact. We want to see how you can help shape the future of PayPlan!
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience and service design. We want to see how your skills align with our mission at PayPlan!
Showcase Your Impact: When detailing your previous roles, focus on the impact you've made in customer experience. Use metrics like NPS or CSAT to demonstrate your success. We love numbers that tell a story!
Be Authentic: Let your personality shine through in your application. We value empathy and respect, so share your passion for making a positive impact on customers' lives. We’re looking for genuine connections!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details directly and ensure you’re considered for this exciting opportunity.
How to prepare for a job interview at Totemic Ltd
✨Know Your Customer Experience Strategy
Before the interview, make sure you understand PayPlan's approach to customer experience. Familiarise yourself with their current strategies and think about how your experience aligns with their goals. Be ready to discuss how you would define and own their Customer Experience strategy.
✨Showcase Your Leadership Skills
As a senior role, they’ll be looking for strong leadership qualities. Prepare examples of how you've led teams in the past, particularly in customer experience or service design. Highlight your ability to influence stakeholders and drive change within an organisation.
✨Demonstrate Empathy and Inclusivity
PayPlan values empathy and respect, especially when dealing with sensitive situations. Be prepared to share experiences where you've championed inclusive design or improved customer outcomes through empathetic approaches. This will show that you align with their core values.
✨Prepare for Metrics Discussion
Since the role involves accountability for CX performance metrics like NPS and CSAT, brush up on these concepts. Be ready to discuss how you've used data to drive improvements in customer experience and how you would approach measuring success at PayPlan.
