Customer Experience and Operations Manager

CX (Customer Experience) & Operations Lead (Six-Month Contract - Outside IR35) £500 - £650 per day DOE Location: London (Hybrid – 2 days per week in office) Contract Duration: 6 Months About the Role We are seeking an experienced CX & Operations Lead for a high-impact, delivery-focused 6-month contract. In this role, you will lead the design, implementation, and embedding of robust Knowledge Management (KM), Quality Assurance (QA), and Complaints-Handling frameworks across our Member Experience and Support function. This is a hands-on transformation role focused on taking our operations from their current state to a consistent, measurable, and sustainable operating model. You will ensure operational standards are practical, fully adopted by frontline teams, and seamlessly handed over to business-as-usual (BAU) ownership. Key Responsibilities

• Current-State Assessment: Conduct a comprehensive review of existing KM, QA, and complaints processes to identify gaps, risks, duplication, and improvement opportunities.
• Framework & Policy Design: Create clear, proportionate policies, process maps, standards, templates, and operational tools aligned with regulatory requirements and industry best practice.
• Knowledge Management Lifecycle: Establish an end-to-end KM model covering content creation, approval, publishing, review cadence, and retirement.
• Quality Assurance Framework: Build a complete QA methodology, including evaluation scorecards, sampling, scoring, calibration sessions, reporting, and coaching tools.
• Complaints Governance: Strengthen complaints handling through clear categorisation taxonomy, escalation pathways, SLA standards, root-cause analysis, and reporting models.
• Implementation & Change Management: Develop and drive an integrated rollout plan, engaging managers, team leaders, and frontline colleagues through workshops and feedback sessions.
• Service Improvement: Connect complaints insights, quality audit findings, and operational metrics to deliver tangible service enhancements.
• BAU Handover: Define future ownership, decision rights, and governance forums, delivering comprehensive training and handover documentation for long-term sustainability. Key Deliverables By the end of the 6-month assignment, you will have delivered: Documented current-state assessment and prioritised gap analysis. Approved operational frameworks for KM, QA, and Complaints Handling. Supporting process maps, policies, scorecards, and templates. Embedded complaints taxonomy, escalation routes, and root-cause reporting models. Implementation roadmap, stakeholder engagement plan, and training materials. Evidence of initial pilot implementation, adoption metrics, and effectiveness tracking. Comprehensive BAU handover pack and final closure report. Key Skills & Experience Essential:
• Proven track record designing and embedding KM, QA, and complaints frameworks within a contact-centre or customer/member-service environment.
• Strong expertise in complaints governance, quality monitoring methodologies, and continuous improvement practices.
• Practical experience leading operational change from initial concept through implementation, adoption, and BAU handover.
• Exceptional process design, documentation, and stakeholder-management skills.
• Strong analytical ability to evaluate operational data, spot trends, and drive root-cause resolutions.
• Highly organised, pragmatic, and self-motivated in time-bound contract environments. Desirable:
• Background working within a membership, rights-management, or regulated service environment.
• Experience with tech-enabled knowledge management or quality management platforms.
• Professional qualifications or formal training in Quality Management, Complaints Governance, or Continuous Improvement (e.g., Lean / Six Sigma).