Director of Customer Experience

Internal Opportunity: Director of Customer Experience

Location: Cork

Reporting to: Managing Director

Function: Customer Experience

PCF Designation: Pre-Approved Control Function (subject to Central Bank approval requirements)

Shape the Future of Customer Experience at laya healthcare

We're seeking an exceptional leader to join our Executive Team as Director of Customer Experience. This is a high-impact leadership opportunity to shape how we serve our members, champion customer outcomes, and drive a customer-first culture across the organisation.

As a member of the Executive Team, you will lead our Customer Services, Customer Support, Life & Retention, and Customer Operations & Transformation functions, overseeing a team of more than 230 colleagues through three direct reports. You will play a critical role in ensuring customer interests, regulatory requirements, and operational excellence are embedded in everything we do.

This role is ideal for a strategic and people-focused leader who is passionate about delivering exceptional customer experiences while driving transformation, innovation, and sustainable business performance.

Key Responsibilities

In this role, you will

• Provide executive leadership for the end-to-end customer experience across laya healthcare.
• Lead the development and delivery of our customer experience strategy, ensuring fair, consistent, and consumer-focused outcomes.
• Champion a strong customer-first culture, embedding customer considerations into decision-making, governance, and operational processes.
• Drive business transformation initiatives that enhance customer journeys, service excellence, and operational efficiency.
• Lead and develop high-performing customer-facing teams while fostering innovation, collaboration, and continuous improvement.
• Oversee customer outcome monitoring, complaints management, remediation activities, and vulnerable customer frameworks.
• Maintain oversight of customer conduct risk and customer-related regulatory obligations.
• Provide regular reporting and insights to the Executive Team, Audit & Risk Committee, and Board on customer performance, customer outcomes, emerging risks, and service delivery.
• Act as a key ambassador for our brand, values, and customer strategy.

What You'll Bring

We're looking for a leader who can demonstrate

• Significant senior leadership experience managing large-scale customer-facing operations.
• A proven track record of leading strategic transformation and delivering customer-focused outcomes.
• Strong experience influencing executive stakeholders and driving organisational change.
• Deep understanding of customer experience, customer operations, and service excellence frameworks.
• Experience working within a regulated environment, with knowledge of governance, risk management, and consumer protection obligations.
• Exceptional communication, leadership, and stakeholder management capabilities.
• Strategic thinking combined with strong operational execution skills.

Qualifications & Requirements

Bachelor's Degree (or equivalent) essential.

Senior leadership development programmes or equivalent executive education desirable.

Strong understanding of the health insurance sector and broader customer services environment preferred.

This role is designated as a Pre-Approved Control Function (PCF) and is subject to the Central Bank Fitness & Probity regime, Individual Accountability Framework requirements, applicable Conduct Standards, and all associated regulatory obligations.

Why Apply?

This is a unique opportunity to influence customer strategy at the highest level of the organisation, lead a talented team, and contribute directly to laya healthcare's vision of empowering people to look after their health and wellbeing so they can be at their very best, always.

If you are a strategic leader with a passion for customer excellence, transformation, and people leadership, we would love to hear from you.

To express your interest in this opportunity, please submit your application through the internal careers process by 6th of November

Please note that appointment to this role will be subject to applicable regulatory requirements, including Fitness & Probity assessments and any relevant Central Bank approvals.