Overview
We are seeking an experienced Customer Experience (CX) & Operations Lead for a six-month contract focused on transforming our Member Experience and Support function. This hands-on role will involve leading the design and implementation of Knowledge Management (KM), Quality Assurance (QA), and Complaints-Handling frameworks, ensuring that operational standards are practical and adopted by frontline teams. The ideal candidate will work closely with managers and stakeholders to facilitate significant operational improvements and ensure successful handover for long-term sustainability.
Responsibilities
- Conduct a comprehensive review of existing KM, QA, and complaints processes to identify gaps and improvement opportunities.
- Create clear policies, process maps, and operational tools aligned with regulatory requirements.
- Establish an end-to-end KM model for content creation, approval, and review.
- Build a complete QA methodology, including evaluation scorecards and reporting tools.
- Strengthen complaints handling through clear categorisation, escalation paths, and reporting models.
- Develop and drive an integrated rollout plan with workshops and feedback sessions.
- Connect complaints insights and quality audit findings to deliver service enhancements.
- Define future ownership and governance forums, delivering training and handover documentation.
Requirements
- Proven track record of designing and embedding KM, QA, and complaints frameworks in customer service environments.
- Strong expertise in complaints governance and quality monitoring methodologies.
- Practical experience leading operational change from concept through implementation and handover.
- Exceptional skills in process design, documentation, and stakeholder management.
- Strong analytical ability to evaluate operational data and drive root-cause resolutions.
- Highly organized and self-motivated in contract environments.
- Desirable experience in membership or regulated service environments.
- Professional qualifications in Quality Management, Complaints Governance, or Continuous Improvement (e.g., Lean, Six Sigma).