Customer Experience Manager

The Role
The Customer Experience Manager will lead three critical teams - Quality Assurance, Customer Services and Requalification - to ensure exceptional customer experiences, data-led insight and commercial quality standards across all B2B and B2C products.
This is a strategic transformation role. You will be responsible for evolving MVF's QA function from traditional call review to an insight-driven performance discipline, integrating speech analytics, the Quality Performance Scorecard (QPS), and commercial dashboards to influence advisor behaviour, process design, and channel outcomes.
You'll build a new analytical capability within the QA team, ensuring that data from Callminer, CRM and feedback systems drives continuous improvement across the business. Alongside this, you will manage the Customer Services and Requalification teams - focusing on creating proactive feedback loops, reducing disputes and improving customer and client satisfaction.
What we're offering you:

• Summer Fridays
• Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
• Hybrid working - 3 days a week in the office
• Closed for Christmas holidays - Extra days not taken from your annual holiday allowance.
• Work from anywhere for 2 weeks a year
• Life Assurance and Income Protection to protect your loved ones
• Benefits allowance for health, dental, and vision coverage
• Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents
• Defined Contribution Pension and Salary Sacrifice Scheme
• Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families
• Family Forward support for our MVF parents and their mini-mes
• 2 charity days a year
• Free breakfast when in the office

Key Responsibilities
Quality & Insight Leadership

• Lead the evolution of MVF's QA function into an insight and analytics centre, building frameworks that combine manual QA with automated speech and language analysis.
• Own and develop the Quality Performance Scorecard (QPS), ensuring it drives measurable commercial and behavioural improvements.
• Establish a reporting and dashboarding suite that links quality, compliance, and performance metrics (e.g. conversion rate, refund rate, customer sentiment).
• Partner with Commercial and Product teams to translate QA insights into improvements in call strategy, queue design, and training.

• Build QA analyst capability in data interpretation, trend identification, and narrative building.
• Lead continuous improvement initiatives that directly enhance advisor performance, customer and client outcomes.

Customer Services & Feedback Loop

• Lead the Customer Services function to deliver exceptional support, ensuring every interaction builds trust, retention, and commercial value.
• Implement proactive feedback loops between CS, Product, and Commercial teams to reduce disputes and improve client outcomes.
• Develop escalation, service recovery, and insight-sharing processes that improve systemic quality rather than only resolving cases.
• Monitor and report on CSAT, first-contact resolution, and response efficiency, using trends to drive upstream improvements.

Requalification & Lead Optimisation

• Manage the Requalification team, ensuring leads are revalidated and optimised for commercial readiness.
• Partner with Commercial to ensure requalification targets align with revenue priorities.
• Provide insight into requalification trends and quality performance, surfacing opportunities for improved yield and audience targeting.
• Proactively own projects and deliver to drive continuous improvement and efficiencies

Cross-Functional Collaboration

• Partner with Speech Analytics and Data teams to surface and apply call and sentiment data across channels.
• Represent QA and Customer Experience in strategic forums, ensuring the voice of the customer shapes process and product design.
• Work closely with outsourced partners to ensure consistent standards, capability development, and cost efficiency.

People Leadership & Development

• Lead and coach a multi-disciplinary team, building capability across analytics, service, and quality performance.
• Foster a culture of curiosity, accountability, and feedback.
• Ensure all team members have clear goals, KPIs, and growth pathways.

Skills & Experience
Essential

• Proven experience in QA or Customer Experience leadership in a contact centre or customer engagement environment.
• Demonstrated ability to build or transform analytical frameworks, ideally within a speech analytics or customer insight context.
• Strong understanding of quality and performance metrics, including conversion, disputes, and customer satisfaction.
• Proficiency in using speech analytics, CRM and data visualisation tools (e.g. CallMiner, Looker, Salesforce etc).
• Exceptional communication and storytelling skills - able to turn data into clear actions.
• Experienced people leader with a track record of developing multi-functional teams.
• Strong stakeholder management across Commercial, Product, and Operations functions.

Desirable

• Experience in integrating AI, speech analytics, or automated QA tools into business processes.
• Experience working with outsourced or offshore partners.
• Familiarity with compliance and data standards (GDPR, TCPA, FCA).

Key Competencies

• Insight-Led Leadership - Uses analytics and customer data to drive decisions and performance improvement.

• Commercial Acumen - Connects quality and service outcomes directly to revenue and efficiency.
• Operational Excellence - Builds scalable frameworks, systems, and feedback mechanisms.
• Coaching & Development - Elevates team capability through structured feedback and growth focus.
• Collaboration - Works cross-functionally to align insights, operations, and strategic goals.
• Continuous Improvement - Always seeking smarter, more efficient, and higher-quality delivery.