Customer Experience Manager

Ultimate Banking
20 Mar 2019
31 Mar 2019
Contract Type
Full Time
Customer Experience Manager

Our client, a successful and well-respected financial services organisation, are currently recruiting for a Customer Experience Manager to manage their 5 branches and to lead the way in their future development of their Customer Experience.

As a Customer Experience Manager, you will be responsible for the leadership of our client’s Network and Savings team at Principal Office and ensuring you are offering a first-class customer experience. In addition to this, you will be responsible for the following:

* Analysis of processes and customer experience, including external benchmarking, NPS, customer Satisfaction scores, complaints and compliments

* Analysis of customer data to understand customer behaviour / needs and drive personalisation

* Identifying improvements to the traditional and digital customer journeys

* Identifying process changes and improvements – and tracking implementation

* Developing the sales and retention capability of the Principal Office and Branches, including for third party products and services

* Identifying new opportunities to complement the current proposition

To be successful within the role you will have had experience leading a team within the Financial Services Sector. In addition, you will:

* Have strong team management skills and be able to engage a team across multiple locations

* Be able to see the bigger picture and think long term for the future of the Society

* Be comfortable interpreting data and spotting opportunity

* Have experience in engaging with all stakeholders across difference levels of an organisation

* Strong relationship management skills

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