Head of Customer Satisfaction

# At Chubb we are driven by a powerful purpose - to protect your worldHere at Chubb Fire & Security we have an opportunity for a Head of Customer Satisfaction to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis. 25 days holiday, plus bank holidays Free Onsite Parking Cycle to Work Scheme Employee Referral Scheme (£1000) Company Pension Scheme Life Assurance (4 x Basic Salary) Employee Scholarship Scheme A Central Benefits Platform offering a wide variety discounts Childcare Vouchers Health & Wellbeing Resources Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence Oversee the customer experience QA programme across admin, customer contact centre, and all business support functions Lead and develop the QA and customer experience mentoring team to strengthen capability, consistency, and service standards Embed a culture of coaching, feedback, and operational excellence Proven senior leadership experience in customer experience, customer service, or service operations Strong background in CSAT management, complaints governance, and customer journey optimisation Experience improving online reputation platforms (e.g., Trustpilot) Demonstrated success leading QA, coaching, or mentoring teams Data-driven decision-maker with strong analytical and strategic capability Excellent communication and influence across senior stakeholders Ability to design and deliver systematic, scalable improvements