Director of Customer

Welcome to Mojo Mortgages, where we're on a mission to become the largest and most disruptive mortgage broker in the UK. With the support of our Houseful/RVU family of brands, including Uswitch, Money, Confused, and Zoopla, we're scaling fast and taking the industry by storm. We're not just growing quickly, we're growing exponentially. Our revenue has seen a staggering triple digit growth for the last two years, and we're just getting started.

We're proud of our high Glassdoor Score, British Bank Awards, and fantastic customer reviews, but we're always striving to do better. We're all about pushing the boundaries, doing mortgages differently, and delivering outstanding service that makes a real difference in people's lives.

The Director of Customer will play a strategic and operational role in enhancing customer experience across the mortgage funnel. This position involves close collaboration with the product, risk, compliance, and customer service teams to implement AI & Automation, optimise processes, and drive a customer-centric culture within Mojo Mortgages.

Key Responsibilities:

Strategic:

• Innovation and Process Improvement:

• Collaborate with product teams to implement AI and Automation in case management, complaints, and customer service.

• Oversee process restructuring to enhance customer experience across the mortgage funnel.

• Customer-Centric Culture:

• Champion the voice of customers within the organization and drive customer satisfaction as a key metric.

• Risk Management and Compliance:

• Work alongside the risk and compliance teams to minimize customer-related risks.

Operational:

• Case Management:

• Manage and optimise case management processes for consistency and reduced customer friction.

• Set and monitor SLAs for each customer touchpoint.

• Oversee commission policies to maximise customer experience and funnel performance.

• Complaints Management:

• Evolve systems and processes for handling and analysing customer complaints.

• Implement feedback loops to improve processes and prevent future issues.

• Customer Service Teams:

• Streamline customer service processes and oversee the implementation of customer interaction tools.

• Manage customer service teams, focusing on efficiency and prioritisation.

Team Leadership:

• Set vision and KPIs for customer teams.
• Increase accountability and upskill team leaders in case management, complaints, and customer service.

Performance & KPIs:

• Own all KPIs related to customer service and satisfaction, including SLAs, response times, Trust Pilot score, and NPS.

Requirements

Skills and Experience:

• Proven experience in a senior customer experience role, preferably in the financial services or technology sector.
• Experience in leading customer-focused innovations and process improvements.
• Strong leadership abilities with experience in team management and culture building.

Personal Characteristics:

• Passionate about delivering exceptional customer service.
• Strategic thinker with an operational focus.
• Excellent communication skills and ability to drive change.

Benefits

We're proud of our high Glassdoor Score, British Bank Awards, and fantastic customer reviews, but we're always striving to do better. We're all about pushing the boundaries, doing mortgages differently, and delivering outstanding service that makes a real difference in people's lives

• Remote working
• Basic Salary of £70k-£80k
• Work from anywhere in the world for up to 30 days per year
• 25 days holiday plus bank holidays + 2 companywide close down holidays
• Half day holiday for your birthday and full day off for moving house
• Sick pay and sick pay insurance
• Wellness programme from Able Futures
• Subsidised private medical insurance
• Critical Illness cover & Death in service
• Enhanced parental & adoption pay
• Compassionate leave
• Long service awards up to £3000
• Casual dress

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