Senior Customer Experience Manager

Recruiter
Intelligent People Ltd
Location
London
Salary
60000.0000
Posted
09 May 2017
Closes
08 Jun 2017
Contract Type
Permanent
Hours
Full Time
Senior Customer Experience Manager
£60,000 - £80,000 + bonus + benefits
South West London

A Senior Customer Experience Manager is required to drive UX and the practical execution of customer experience for a growing online FINTECH business.

The Senior Customer Experience Manager will improve contact centre journeys and the online self-service portal. The successful candidate will drive the delivery of projects across the team to reduce friction, improve experience and lower costs.

This is a hands-on role and key responsibilities for the Senior Customer Experience Manager will include:

- Looking to deliver new products, drive pricing and propositions with a focus on improving the customer journey
- Working with the marketing and trading teams within the business
- Assisting the product team with changes
- Stakeholder management and leadership
- Developing and managing leading digital customer sales experiences across various channels
- Using data and online behavioural trends to create personalised customer experiences and increase onsite conversion rates
- Conducting regular sales forecasting

The Senior Customer Experience Manager must have:

- A track record of working within Digital Product, UX and Customer Experience
- Have a deep understanding of improving Self-Service
- A proven track record leading a successful team and driving conversion efforts
- Sold online products to existing customer segments and using personalisation tools to improve conversion rates
- Great UX knowledge and understand
- An understanding of - COA, churn, NPS and customer lifetime value metrics
- Understand how to communicate to consumers Online
- Worked with cross-functional teams to realise various projects/programmes (inc. UX, Design, Development, Trading Managers, Product, Marketing)
- Have a strong understanding of analytics (ideally Google Analytics) and how these can influence decision making. Candidates must be able to use data to back up their recommendations.
- Excellent stakeholder management experience and the ability to influence
- Be adaptable and able to work in a very fast paced and ever changing/evolving environment

This is an amazing opportunity to join a growing brand going through a massive expansion and who have invested considerably within Digital. There will be excellent opportunities to make an immediate impact on the business. This is a highly autonomous role where ideas can be realised very quickly and where creativity and innovation is championed; candidates looking to be able to influence the product roadmap, work on a number of critical projects, who are creative and want to see their products/ideas/recommendations realised will be highly suitable for this position.

Intelligent People is a specialist Senior Customer Experience Manager recruitment agency.