Job Description

Are you passionate about creating exceptional customer experiences and driving service excellence? We're looking for a

Service Delivery & Customer Experience Manager

to design, implement, and continuously improve the service delivery framework across Healix's global assistance operations.


In this role, you'll ensure that every customer interaction--calls, claims, and beyond--is handled with consistency, empathy, and excellence. You'll lead initiatives around

quality assurance

,

claims process optimization

, and

Voice of the Customer (VoC)

programmes, making a real impact on customer satisfaction and operational performance.

Your job title in this role will be Customer Experience Framework Manager.

What we're looking for

Proven experience in

service delivery

,

customer experience

, or

operations management

within an international assistance or insurance environment. Strong understanding of

quality assurance methodologies

and

claims processes

. Analytical mindset with proficiency in

Excel

,

PowerBI

, and VoC tools. Excellent communication skills with a global mindset and ability to engage at all levels. Highly organized, able to manage multiple priorities, and comfortable building frameworks from the ground up.

Why join us?

You'll be at the forefront of shaping customer experience for a global business, working on impactful projects that improve service quality and client satisfaction. If you thrive in a dynamic environment and want to make a tangible difference, we'd love to hear from you.

Apply now and help us deliver excellence worldwide!

About The Role

What you'll do

Develop and maintain a global service delivery framework aligned with company values, SLAs, and international standards. Lead the

Quality Assurance programme

for customer interactions, including call monitoring, scoring, and feedback loops. Oversee the end-to-end

claims process

, ensuring timely, accurate, and empathetic handling. Design and manage

VoC programmes

, analyse feedback, and present actionable insights to senior leadership. Collaborate with cross-functional teams--Sales, Operations, IT, Compliance, and Learning & Development--to align service goals. Conduct audits, track KPIs (NPS, QA scores, claims turnaround), and drive continuous improvement initiatives.

Required Criteria

Proven experience in service delivery, customer experience, or operations management within an international assistance or insurance environment. Strong understanding of quality assurance methodologies and claims processes Analytical mindset with proficiency in Excel, PowerBI, and VoC tools

Desired Criteria

Experience in Medical Assistance and/or Risk Management

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home.


We're co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.


We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.


More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges - and no protocol survives contact with the real world.


Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that's personal enough to care.


Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.


We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development


We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.


We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.


Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities

Salary

50,000.00 - 55,000.00 per year