Head of Customer Experience

About the role

MVIA is looking for an execution‑focused Head of Customer Experience to lead and optimise the Group’s end‑to‑end operational environment across insurance and value‑added products. Reporting to senior leadership, you will ensure alignment with strategic objectives, regulatory requirements and service‑excellence standards.

Key responsibilities

• Provide strategic and operational leadership across all operational departments within the MVIA Group.
• Oversee daily operations to ensure efficiency, accuracy, scalability and regulatory compliance.
• Drive customer experience outcomes, including service quality, turnaround times and satisfaction.
• Lead, manage and develop senior managers and operational teams across multiple business units.
• Design, implement and continuously refine operational frameworks, workflows, KPIs, SLAs and performance metrics.
• Champion process improvement, automation and systems optimisation initiatives.
• Partner with Compliance, Risk, Finance, IT, Sales and Product teams to support strategic execution.
• Identify operational risks and implement mitigation strategies.
• Oversee capacity planning, resource allocation and workforce optimisation.
• Support executive leadership with operational insights, reporting and decision‑making.

Required profile

• Commercially astute senior leader with strong people‑management capabilities.
• Proven track record in scaling compliant, high‑performance operations.
• Experience overseeing multi‑disciplinary teams in regulated environments.
• Ability to align operational execution with strategic business goals.

Required skills

What we offer

• Opportunity to shape the customer experience function of a fast‑growing group.
• Leadership role with direct impact on growth and operational excellence.