Head of Customer Experience

Salary – £75,000 to £80,000 per annum, dependent on experience

Folkestone Hybrid

At Saga Insurance customer experience isn’t just a function - it’s the heartbeat of everything we do.. We are on a mission to deliver brilliantly simple, consistently exceptional experiences for our customers, and we’re looking for a CX leader who can bring that vision to life, both internally and across our valued partner network. This is a unique opportunity to shape how our brand is experienced at every touchpoint, ensuring our distinctive Saga Experience is not only understood, but truly lived and breathed.

You’ll take the lead in embedding our CX framework across external partner onboarding, setting the gold standard for service delivery through robust quality assurance and performance monitoring. From championing our heritage and brand principles to aligning every interaction with our tone of voice and values, you’ll be the driving force behind a seamless, insight-led customer journey.

Working closely with Marketing and Brand, you’ll translate customer insights into meaningful, measurable improvements whilst leading a high-performing CX function spanning insight, journey design, and continuous improvement. With ownership of budgets, strategy, and partner performance, you’ll ensure every investment delivers real impact and strengthens our connection with our customers.

If you’re passionate about turning strategy into standout experiences and influencing at every level to make it happen, this is your moment.

We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone office at least once a fortnight as well as ad hoc trips to our London office, allowing us to collaborate and share success as a business.

Main Responsibilities
As our Head of Customer Experience, you will be the overall owner for defining and leading Saga’s Insurance Customer Experience strategic and tactical roadmap.

Other accountabilities will include:

• Translating Saga’s brand principles and customer insights into end to end experience requirements across all journeys.

• Embedding CX principles into change delivery, product development and operational processes

• Leading end to end customer journey mapping across all contact channels to identify friction points, gaps and optimisation opportunities.

• Applying design thinking approaches to create intuitive, simple and high value customer experiences.

• Ensuring journeys support Customer needs, aligning with ‘Saga Experience’ expectations and uphold Consumer Duty standards.

• Collaborating with internal programme change teams and partners to deliver seamless customer transitions.

• Combining qualitative and quantitative customer insight to support development of the tactical and strategic roadmap and to influence decisions and delivery prioritisation across Insurance.

• Strengthening and expand CX governance forums to prioritise key experience improvements and monitor progress effectively.

• Defining, developing and maintaining CX KPIs, including NPS, CSAT, customer effort, complaints and journey level metrics.

• Ensuring clear accountability for customer experience across all functions and partner teams.

• Ensure training, onboarding and coaching consistently embed Saga’s CX principles and values.

• Providing tailored support for specialist areas including complaints handling, digital support, vulnerable customer needs and service recovery.

• Partnering with Digital and Technology teams to share insight and customer feedback ensuring customer needs are understood, challenged and represented at every stage.



The Ideal Candidate
As our Head of Customer Experience, you would have a proven track record of leading Customer Experience in a customer-facing organisation.

Whilst experience in the Insurance industry is desirable, we would be happy to consider applications from candidates with experience in the wider financial services sector.

• Deep expertise in end-to-end service design, journey mapping and turning customer insight into clear actionable improvements.

• Strong analytical mindset, ability to interpret insight, MI and customer trends to shape tactical and strategic priorities.

• Proven experience leading and managing teams, often in fast-paced environments, to achieve high-level performance goals.

• Able to operate confidently within matrix environments and influence senior stakeholders to secure alignment and drive transformation.

• Exceptional and engaging communicator with a proven ability to simplify complexity and align diverse stakeholders.

• Strong, proven understanding of regulatory requirements, including Consumer Duty, vulnerable customer frameworks and complaints handling.

• Strategic thinker who can also drive delivery and execute at pace supporting teams through change with clarity and confidence.

• Experience in leading partner and outsourced operating models highly desirable.

• Solid understanding of project and programme management methodologies and processes


Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special