City + Capital are currently representing a highly respected & well-funded specialist property finance lender who have retained our services to appoint a confident and knowledgeable Head of Customer Excellence at an exciting time of growth.

The Company

Our client is a specialist lender who are renowned for their bridging, BTL, development exit & commercial mortgage propositions. Our client works very closely with the broker and introducer market, as well as assisting property investors and developers directly with the access to funds, for key property projects.

Our client has achieved outstanding growth in recent years, which has seen the sales and underwriting teams swell to meet demand. In turn, this has seen the growth of the broader business to support applications, meaning that the company is now handling more borrowers and applications than ever before.

They pride themselves on service and aspire to be the leading player in their market. To support this, they are keen to appoint a Head of Customer Experience who will play an integral role in achieving their desired status.

Role Overview

As Head of Customer Experience, you will play a pivotal role in key strategic decisions, streamlining processes, customer journeys and all forms communication, internally and with stakeholders.

The role will allow you to collaborate internally with a range of teams to identify areas for improvement and to identify solutions and strategies that improve the experience of brokers, borrowers and professional stakeholders. It is expected that you will also engage with external parties that work with our client, keen to seek their feedback for continuous improvement.

This will be a very central role and will touch on all points whereby client interaction is both prevalent and key. You will be comfortable cross-collaborating with multiple business functions, leading conversations with Operations, Sales, Product, Tech and Compliance to align priorities and drive improvements.

Ultimately, you will work towards devising and optimising the ideal customer journey with enhancements to key touch points that make a difference. You will own and maintain the evolving customer journey framework, ensuring it is regularly updated to reflect business growth, new product launches, service innovations, and expansion into new markets.

You will stay ahead of industry trends by monitoring market developments, competitor strategies, emerging technologies, and best practices, ensuring our client remains at the forefront of customer experience & innovation.

Responsibilities

• Lead the customer experience strategy in all aspects
• Identify and engage with key stakeholders to the lending cycle
• Hold forums and gather feedback internally and from the market
• Develop the customer journey map & identify ongoing improvements
• Upgrade and improve company policies and processes to meet demand
• Oversee the change control process for all customer experience initiatives
• Define and improve customer communications, working closely with marketing
• Establish & deploy KPIs that help to measure & create results for improvements
• Always develop data and data capture for customer satisfaction
• Identify and address gaps in the customer journey
• Develop & implement customer training programmes and team enhancements
• Drive a spirit of continuous improvement across the business
• Identify and improve business technology that enhances the customer journey
• Own the customer complaints policy and procedures
• Assist the change department with wholesale change projects
• Continually monitor the market for changes/updates that can be employed

The Ideal Individual

The ideal individual for this role will be highly experienced in a similar role and ideally for a secured lender or bank. Individuals with direct experience working in a customer experience role within specialist property finance lending would be highly sought after.

You will be confident and proactive in your approach and a first-class communicator in all aspects, capable of pulling together diverse teams of internal and external stakeholders, and leading project teams to deliver meaningful change and growth.

You will balance strategy with a hands-on approach, will be client-centric and will be adept at developing new, or influencing current policies, procedures and processes.

• Ideally experienced in property finance/secured lending, for a lender or a bank
• A demonstrable track record of success in a similar customer exp role
• A client centric approach & a customer first mindset
• An outstanding project leader, capable of managing multiple stakeholders
• A first-class communicator in all aspects, influential and inspirational
• Detail orientated with an exceptional eye for opportunities and solutions
• A good track record of change management & change collaboration
• Proactive and works on the front foot, balances strategy with delivery

On Offer

Our client is ideally looking to pay between £100k - £140k as a basic salary for the ideal individual, which will be entirely relevant to experience. Higher offers may also be considered for exceptional experience.

Salary will be complemented with access to our client’s favourable bonus scheme too, which can significantly increase annual income.

Most notably, this role offers a lot of exposure to senior leadership and requires an individual confident in making strategic improvements that enhance business performance. As a result and aligned to our clients strong and proven promote from within policy, it is also noted that this role comes with an exceptional potential to progress further internally, as excellent performance is delivered.

Our client has significant growth plans, backed by strong investment and funding, and it is expected that the Customer Experience team will grow in scale. This may require you to build a team beneath you, offering opportunity to propel salary and career standing forward in the process.

Due to the highly collaborative nature of this role, you would expect to work in our client’s Central London offices, spending time between each with various teams of interest.

Next Steps

If this role sounds like one that you are both qualified for and interested in, then we look forward to your application as soon as possible.

Once we have reviewed your application, we will be in touch as soon as possible.

We look forward to hearing from you.

The City + Capital Team