Head of Customer Success

Head of Customer Success About the Role The Head of Customer Success is responsible for leading exceptional customer experience across the business. The role ensures efficient, compliant and scalable operations while driving customer satisfaction and continuous improvement. What You'll Do Customer Success - Ensure customer outcomes remain at the heart of operational decision-making and service delivery - Manage customer feedback, complaints and service improvements - Drive continuous improvement in the customer experience across the organisation - Implementation of robust processes and automation across the department Leadership - Lead, develop and motivate the Customer Success teams - Build a high-performing, collaborative culture - Work closely with internal departments and outside partners to deliver business objectives What you'll need to succeed We are looking for someone with the following attributes: - Proven leadership in insurance operations - Strong understanding of insurance processes, customer success and regulatory requirements - Experience driving operational improvement and change - Knowledge of Consumer Duty and FCA regulations - Strategic yet hands-on leader - Customer-focused and commercially aware - Strong communicator with excellent problem-solving skills - Organised, adaptable and results-driven - Committed to developing high-performing teams What We Offer At IU we provide a supportive and progressive working environment alongside the following benefits: Competitive salary packages 25 days of holiday plus Bank Holidays and your birthday Hybrid Working / Flexible Hours Career progression opportunities Funded training and qualifications Gym membership included