Customer Resilience and Journey Success Lead

TL;DR

Customer Resilience and Journey Success Lead (Financial Services): Support customers facing journey issues, complaints, and vulnerabilities through high-quality resolution and early intervention with an accent on root-cause analysis and regulatory compliance. Focus on investigating cases, restoring confidence, and influencing improvements to operational processes and customer journeys.

Location: Stirling (Hybrid 2-3 days in the office per week)

Company

hirify.global Life manages over 5 million customers with more than £300Bn invested across savings and investment products, with teams in the UK, Ireland, and Poland.

What you will do

• Handle complaints across channels, own cases from start to resolution, and ensure fair outcomes meeting FCA and FOS standards.
• Monitor journeys for issues, provide proactive phone support, and intervene early to prevent escalations.
• Identify root causes, trends, and risks; share insights to drive improvements in customer journeys.
• Manage FOS referrals, CEO mailboxes, and communications while supporting team knowledge sharing.
• Collaborate with operational and change teams to enhance resilience and vulnerability support.

Requirements

• Location: Stirling, hybrid with 2-3 office days per week
• Experience in regulated financial services, ideally life and pensions.
• Understanding of complaint handling, FCA expectations, Consumer Duty, and vulnerability in journeys.
• Strong investigative, analytical, written, and verbal communication skills.

Culture & Benefits

• Flexible working arrangements and workplace accommodations.
• 18% pension (13% employer contribution), Share Save, Share Incentive Plan, financial wellbeing support.
• 38 days annual leave + buy 5 extra days, Time Off When You Need It policy.
• Inspiring Families policy with paid parental leave for maternity, adoption, surrogacy, paternity.
• Private Healthcare, Critical Illness cover, Life Assurance with family options.
• Inclusive culture with employee networks, Disability Confident Leader.