Head of Customer Success

About Wrisk

At Wrisk, we are rewriting the rules of insurance to make it simple, transparent, and seamless. Working alongside leading global brands, OEMs, and insurers, our modern MGA platform delivers flexible, customer-centric insurance products directly into the digital journeys that matter most. We combine cutting-edge tech with human expertise to ensure our customers and brand partners experience world-class service at every touchpoint. 

The Role at a Glance 

As the Head of Customer Success, you will act as the executive champion for our customer proposition both internally and externally to ensure exceptional customer experience and the continuous improvement of the customer proposition. You will also drive the overarching operational strategy, governance, and service delivery across Wrisk’s UK MGA Customer Care function (~35 FTE).

Leading strategically through the Customer Care Operations Manager and operational management team, you will bridge executive commercial goals with operational execution, steward the evolution of our omni-channel customer support solutions roadmap, and embed FCA Consumer Duty standards to ensure friction-free, high-quality customer outcomes. 

While primarily leading our UK customer operations, you will also serve as a subject matter advisor to our European operations, helping shape and guide outsourced customer success models in line with Wrisk’s overarching service standards.

What You’ll Do

Drive Strategy & Partner Interface: Champion the customer proposition across all broking functions, ensuring customer-centricity is front and centre of company strategy. Interface directly with brand, insurer, and claims partners on customer-related matters to ensure service delivery reflects and maintains brand standards

Support Regulatory Compliance & Governance: Help embed FCA Consumer Duty outcomes across all servicing channels to ensure good customer outcomes and prevent foreseeable harm. Partner with Risk and Compliance team to design and execute robust remediation plans and customer redress schemes where breaches occur, taking full accountability for audit outcomes

Guide Operational Direction & Data Insights: Provide high-level leadership and direction to the customer operations function, steering department performance. Translate data-driven insights and customer sentiment trends, including Root Cause Analysis (RCA), into actionable, continuous business improvements

Steward Tech & Future Proofing: Steward the future proofing of our customer care operations by formulating and deploying a solutions development roadmap in concert with the Platform, Product, Insurance and Tech Ops teams. Identify opportunities to introduce smart workflows, digital self-service solutions, and next-generation communication tools to reduce friction and enhance customer satisfaction 

International Best Practice & Advisory Oversight: Act as a strategic advisor for Wrisk’s European outsourced customer servicing models; share operational playbooks, quality benchmarks, and continuous improvement frameworks to ensure brand alignment and consistent customer outcomes across international partners.

About You

Industry Experience: Minimum 5 years in senior customer operations leadership within the UK general insurance market (MGA or broker MVI experience highly preferred)

Regulated Leadership: Proven track record of leading a regulated operations customer service function, with experience managing customer service provision to high-value affinity relationships or corporate partnerships

Partner & Supplier Collaboration: Experience working alongside insurers and third-party suppliers to deliver customer operational excellence. Some experience collaborating with or providing advisory guidance to third-party BPOs or outsourced European customer servicing partners is highly desirable.

Transformation & Workflow Solutions: Demonstrated experience delivering workflow solutions that optimise the combination of digital technology and human intervention

Education & Qualifications: Degree preferred; professional insurance qualifications, such as Diploma (DipCII) or Advanced Diploma (ACII) from the Chartered Insurance Institute, are highly desirable.

What We Offer (Our Value Proposition)

At Wrisk, we believe exceptional customer operations thrive in an e