Head of Customer Success

As the Head of Customer Success at Policy Expert, your primary responsibilities include defining customer experience standards, conducting quality assurance audits, leveraging customer feedback for continuous improvement, and leading a team focused on enhancing customer interactions. You’ll collaborate with various departments to ensure a cohesive approach to customer satisfaction.

To excel as the Head of Customer Success at Policy Expert, candidates should possess at least 5 years of leadership experience in customer experience or related fields. Knowledge of the insurance industry and familiarity with customer success metrics like CSAT and NPS are essential for impactful performance in this role.

The Head of Customer Success at Policy Expert plays a vital role in enhancing customer retention by developing and enforcing high standards for customer interactions, conducting regular performance assessments, and utilizing customer feedback to identify and resolve pain points, ensuring a consistently positive experience that encourages loyalty.

Cross-functional collaboration is crucial for the Head of Customer Success at Policy Expert because it fosters alignment between various departments like marketing, product development, and customer service. This alignment ensures that customer experience standards are consistently implemented across all touchpoints, ultimately enhancing the customer journey.

Employees as the Head of Customer Success at Policy Expert enjoy a range of benefits including a generous pension contribution scheme, private medical and dental coverage, enhanced maternity and paternity leave, and an employee wellbeing programme, all designed to promote a supportive working environment.

When answering this question, focus on specific examples where you've successfully created or implemented customer experience standards. Highlight the outcomes achieved and how those standards contributed to overall customer satisfaction and retention.

Discuss the key performance indicators (KPIs) you use, such as CSAT, NPS, or customer effort scores, and explain how you analyze and report on them. Provide examples of how data-driven decisions led to enhancements in customer experience.

Share methods you've used to gather customer feedback, including Voice of the Customer programs, and how you process that feedback for actionable insights. Discuss specific improvements made based on customer input.

Illustrate a situation where you encountered resistance from a stakeholder, how you addressed their concerns, and the tactics you used to foster collaboration and achieve project goals successfully.

Emphasize your leadership style, focusing on mentoring, supporting professional development, and fostering a customer-centric culture among your team. Provide examples of how you have successfully led teams to achieve their objectives.

Describe the steps involved in your quality assurance process, including how you design the audit, gather data, evaluate compliance, and implement changes based on audit outcomes. Share the impact of your audits on customer experience.

Discuss how you stay up-to-date with industry regulations, collaborate with legal teams, and educate your team on compliance requirements to ensure that customer service practices align with regulatory expectations.

Mention specific data visualization tools like Power BI or Tableau you’re proficient in, and elaborate on how those tools have aided you in generating insights that drive strategic decisions in customer success.

Talk about your approach to investigating the decline, identifying root causes, and implementing corrective actions. Provide an example where you effectively turned a negative trend around.

Convey your passion for driving transformative customer experiences in the insurance industry, and how you see your skills and background perfectly aligning with Policy Expert’s mission to innovate and elevate customer satisfaction.