Head of Customer Experience
| Posting date: | 07 January 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £70,000-£75,000 depending on experience |
| Hours: | Full time |
| Closing date: | 06 February 2026 |
| Location: | Grantham, NG31 7FZ |
| Company: | Totemic Ltd |
| Job type: | Permanent |
| Job reference: | 529 |
Summary
Job Advert
Location: Hybrid – Grantham (2 days per week)
Hours: Full time, Monday–Friday, 40 hours per week (35 working hours plus a paid 1-hour lunch)
Salary: £70,000 – £75,000 depending on experience
About the role
PayPlan is creating a new Head of Customer Experience role to define, lead, and embed a truly end-to-end customer experience
across the organisation.
This is a senior, strategic role with real influence. You will set the direction for how customers experience PayPlan at every
touchpoint – across digital journeys, automation, telephony, and service delivery – ensuring experiences are simple, supportive,
compliant, and designed around real customer needs.
Reporting into the Head of Marketing, you’ll play a pivotal role in shaping the future of PayPlan, working closely with Marketing,
Operations, Transformation, and Technology teams. You will also have a strong voice in how tools such as Echo and BudgetSmart are
designed and evolved to support vulnerable customers while improving efficiency and outcomes.
What you’ll be responsible for:
- Define and own PayPlan’s Customer Experience strategy across the full client lifecycle
- Set clear CX principles and standards across all channels
- Lead customer research and insight activity
- Own customer journey mapping and optimisation
- Shape the experience layer of automation and self-service, including Echo
- Partner with Marketing, Operations, and Transformation teams
- Own the Voice of the Customer programme
- Be accountable for CX performance metrics including NPS and CSAT
- Champion accessibility and inclusive design
- Lead and develop a small CX function
What success looks like:
- Simpler, clearer customer journeys
- Improved customer outcomes
- Stronger alignment between CX and automation
- Clear ownership of experience standards
- Insight driving prioritised change
What we’re looking for:
- Proven CX or service design leadership experience
- Strong understanding of customer behaviour and journey design
- Experience with NPS, CSAT, and VoC programmes
- Senior stakeholder influence
- Pragmatic, balanced decision-making
- Commitment to inclusive and empathetic experiences
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial
situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to
their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to
making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and
understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening
skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our
team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional
growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst
enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments
to assist you in applying, please contact the HR team at PayPlan
Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or
automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.
Location: Hybrid – Grantham (2 days per week)
Hours: Full time, Monday–Friday, 40 hours per week (35 working hours plus a paid 1-hour lunch)
Salary: £70,000 – £75,000 depending on experience
About the role
PayPlan is creating a new Head of Customer Experience role to define, lead, and embed a truly end-to-end customer experience
across the organisation.
This is a senior, strategic role with real influence. You will set the direction for how customers experience PayPlan at every
touchpoint – across digital journeys, automation, telephony, and service delivery – ensuring experiences are simple, supportive,
compliant, and designed around real customer needs.
Reporting into the Head of Marketing, you’ll play a pivotal role in shaping the future of PayPlan, working closely with Marketing,
Operations, Transformation, and Technology teams. You will also have a strong voice in how tools such as Echo and BudgetSmart are
designed and evolved to support vulnerable customers while improving efficiency and outcomes.
What you’ll be responsible for:
- Define and own PayPlan’s Customer Experience strategy across the full client lifecycle
- Set clear CX principles and standards across all channels
- Lead customer research and insight activity
- Own customer journey mapping and optimisation
- Shape the experience layer of automation and self-service, including Echo
- Partner with Marketing, Operations, and Transformation teams
- Own the Voice of the Customer programme
- Be accountable for CX performance metrics including NPS and CSAT
- Champion accessibility and inclusive design
- Lead and develop a small CX function
What success looks like:
- Simpler, clearer customer journeys
- Improved customer outcomes
- Stronger alignment between CX and automation
- Clear ownership of experience standards
- Insight driving prioritised change
What we’re looking for:
- Proven CX or service design leadership experience
- Strong understanding of customer behaviour and journey design
- Experience with NPS, CSAT, and VoC programmes
- Senior stakeholder influence
- Pragmatic, balanced decision-making
- Commitment to inclusive and empathetic experiences
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial
situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to
their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to
making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and
understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening
skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our
team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional
growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst
enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments
to assist you in applying, please contact the HR team at PayPlan
Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or
automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.