Head of Customer Experience

Job Type:

Permanent

Build a brilliant future with Hiscox

About Hiscox UK

Hiscox UK is a leading brand in the insurance market, recognised as setting the standards others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting only the very best and empowering them to deliver. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.

About the role

The Head of Experience (HCX) will play a key role in embedding customer and employee-centric thinking across the organisation to drive loyalty, trust, and long-term value. This role is pivotal in shaping and governing the customer/broker/employee experience strategy, frameworks, and standards across all business units, ensuring consistency and excellence in every interaction.

The HCX will act as a strategic partner to business functions, enabling them to deliver best-in-class experiences through insight, innovation, and capability building. The ideal candidate will bring deep expertise in customer strategy, service design, and CX measurement within a regulated environment, ideally insurance or financial services.

What you’ll be doing

• Define and evolve the Hiscox UK customer & employee experience strategies, aligned with business goals and regulatory requirements.
• Establish the Experience Centre of Excellence, providing governance, tools, and best practices to business units.
• Develop and embed CX frameworks and standards (e.g. journey mapping, voice of the customer, service design) to ensure consistent delivery of exceptional experiences.
• Partner with insight, digital, operations, and compliance teams to identify and prioritise customer pain points and opportunities across the end-to-end journey.
• Lead the implementation of a unified Customer/Broker Experience Platform, enabling a 360° view of the customer/broker and actionable insights.
• Champion a culture of customer obsession, influencing senior stakeholders and enabling teams through training, coaching, and capability development.
• Monitor and report on key customer metrics (e.g. NPS, CES, retention, complaints) and drive continuous improvement initiatives.
• Ensure customer experience is embedded into transformation programmes, product development, and digital innovation.
• Represent the voice of the customer at executive and board level, ensuring decisions are grounded in customer insight and impact.

Our must haves

• Proven experience in a senior CX leadership role, ideally within insurance, financial services, or another regulated industry.
• Strong understanding of customer experience methodologies (e.g. journey mapping, service design, VoC, CX measurement).
• Demonstrated success in building and scaling a Centre of Excellence or similar capability function.
• Experience working cross-functionally with digital, operations, compliance, and product teams.
• Strong analytical skills and experience with customer insight, data, and CX technology platforms.
• Excellent stakeholder management and influencing skills, with the ability to drive change at pace.
• Entrepreneurial mindset with a passion for innovation and continuous improvement.

Experience with the following tools and platforms is highly desirable:

• Proficiency in all MS tools
• Jira, Miro, Confluence
• Use of Figma or similar design tools

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn’t always have to be ‘nine to five’ and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role.

Work with amazing people and be part of a unique culture

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