Customer Experience Lead

OverviewAbout the RoleWe''re looking for a Customer Experience Lead who puts customers at the heart of every decision. Someone who can champion their voice across the business, bring teams together behind a shared vision, and lead a group of customer experts to deliver consistent, market-leading experiences - every time, in every location.You will shape and deliver our customer strategy, using insight, data and real-world feedback to remove friction, resolve dissatisfaction, and create simple, intuitive customer journeys. As part of Solus'' integration and ongoing transformation, you''ll play a key role in strengthening our reputation for care, quality and service. ResponsibilitiesWhat You''ll DoLead and inspire a team of customer specialists across multiple sitesShape a customer experience strategy that aligns with our purpose and Aviva''s wider directionTurn insight into action - using complaints, reviews and verbatim feedback to drive meaningful improvementsBuild strong partnerships across Solus and Aviva Claims to create a truly joined-up journeyOwn high-profile escalations and ensure quick, thoughtful resolutionsChampion continuous improvement, removing failure points and barriers to customer satisfactionStrengthen our culture through leadership, collaboration and a "customer-first" mindsetQualificationsWhat You''ll BringA deep passion for customer experience and doing what''s rightSenior leadership experience in a customer-focused environmentConfidence turning data ..... full job details .....