Customer Change and Assurance Manager

We champion our customers! We make dealing with us simple, straightforward and we always do the right thing.

We have a brand-new opportunity for a Customer Change and Assurance Manager to join the department and drive our agenda forward - being a constant advocate for the customer in all situations. You will be delivering the vision of refreshingly straightforward customer service across Hastings Direct.

You will be responsible for leading a team of assurance and change leaders to design and deliver customer experience and outcome initiatives, delivering a programme of work to support customers in vulnerable circumstances, implement Customer Best Interest framework and drive change that affects customers across the company. There will be an opportunity to work across a variety of functions and create a strong network across the company, building and developing your knowledge and skillset.

We are passionate about offering flexible working opportunities, therefore, this role can be based at any of our offices or be fully home based. There would be some travel required to our office locations which we're happy to discuss at shortlisting.

What will you be doing?

• Delivering a range of customer change initiatives by shaping, implementing and embedding the initiatives all the way through to benefit realisation
• Creating, implementing and embedding the definition of customer experience
• Designing and delivering our approach to customers in vulnerable circumstances
• Supporting the implementation and embedding of the Customer Best Interest framework
• Assuring customer outcomes are delivered through operational and portfolio change
• Creating and maintaining a library of customer journeys that demonstrate customer impact, outcome and regulatory compliance
• Assurance reviews and analysis
• Creating, planning and delivering customer events for senior stakeholders and suppliers to bring together customer strategy, delivery and planning

We're looking for people who have:

• Experience in delivering change, change methodologies (Agile/Waterfall) with proven success in operational implantation
• Have a genuine passion for customers
• Strong leadership skills
• Natural problem solving skills and able to think creatively
• A background of working strategically and collaboratively across departments and build effective working relationships
• A background in financial services/insurance beneficial

Benefits for you

Please find some of the great benefits we offer here at Hastings Direct;

Competitive starting salary

Up to 10% bonus earning potential

27 days holiday (plus bank holidays on top)

Pension match up to 10%

A supportive, dynamic and flexible environment

Broad exposure to senior leadership and ability to contribute towards real change

Flexible benefits (including additional holiday buy/sell, healthcare and more)

Discounted Hastings Direct products

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

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