Head of Customer Experience

Head Of Customer Experience

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

Pay Plan 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 Pay Plan 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 Pay Plan, working closely with Marketing, Operations, Transformation, and Technology teams. You will also have a strong voice in how tools such as Echo and Budget Smart are designed and evolved to support vulnerable customers while improving efficiency and outcomes.

• Define and own Pay Plan'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

• Simpler, clearer customer journeys
• Improved customer outcomes
• Stronger alignment between CX and automation
• Clear ownership of experience standards
• Insight driving prioritised change

• 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

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.

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 Pay Plan.

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.