Customer Experience Lead

TL;DR

Customer Experience Lead (Customer Service): Shaping and delivering a customer experience strategy to remove friction and create intuitive customer journeys with an accent on data-driven insights and cross-functional collaboration. Focus on leading customer specialists, resolving high-profile escalations, and driving operational improvements to enhance service quality.

Location: Hybrid (one day a week in Warrington, UK)

Salary: £45,000 – £65,000 per year

Company

hirify.global, owned by Aviva, is one of the UK leaders in vehicle repairs, focusing on high-quality service and rapid turnaround times.

What you will do

• Lead and inspire a team of customer specialists across multiple sites.
• Shape a customer experience strategy that aligns with company purpose and Aviva’s wider direction.
• Turn complaints, reviews, and verbatim feedback into actionable improvements.
• Build strong partnerships across hirify.global and Aviva Claims to create a joined-up customer journey.
• Own and resolve high-profile escalations with a thoughtful approach.
• Champion continuous improvement to remove failure points and barriers to satisfaction.

Requirements

• Must be based in the UK and able to work from the Warrington office one day a week.
• Senior leadership experience in a customer-focused environment.
• Ability to turn data into strategic decisions.
• Strong influencing skills to align people at every level of the business.
• Experience driving operational change and process improvement.
• Calm, solutions-focused approach in high-pressure situations.

Culture & Benefits

• Competitive salary with bonus opportunities tied to performance.
• Company pension scheme with employer contributions.
• 33 days’ holiday (including bank holidays) with options to buy or sell up to 5 days.
• Up to 40% discount on Aviva products and other retailer discounts.
• Wellbeing focus including Group Income Protection and 24/7 GP access.
• Supportive parental and carer’s leave policies.