Customer Experience Lead

£25000 - £35000 per annum
25 October 2018
23 November 2018
Kyle Weeks
Job Function
Contract Type
Full Time
Customer Experience Lead - Cardiff

Client Details

Our client are one of the largest building societies in the UK.


The key responsibilities for the Customer Experience Lead include:

* Working with the Head of Customer Proposition and Experience to design the overall customer experience consistent with and able to drive through the differentiated customer proposition

* Working with the product and proposition development teams to design the specific customer experiences for new and existing propositions including creating new customer journeys

* Detailed understanding and exploiting the capabilities of the new technology platform to design the customer experience and shape future improvements

* Mapping all the key end-to-end, multi-channel customer journeys. Developing a clear understanding of the 'moments of truth' for the customer and ensuring we meet/exceed customer expectations at these points

* Leading the rest of the business in delivering the defined customer experience, in particular, the distribution and communications channels - branch network, member services, digital and marketing communications, social media etc

* Understanding customer needs and expectations and delivering personal, practical solutions to improve the customer experience

* Monitoring brand tracker, NPS and customer satisfaction research results to better understand changes to and perceptions of customer experience

* Regularly reporting to appropriate senior management forums on latest customer experience metrics and presenting key developments.

* Inputting to business strategy, customer and marketing strategies and incorporating the outputs of these strategies into customer experience design and implementation


The Successful Customer Experience Lead:

* Technical experience in customer journey mapping and design
* Customer experience implementation, measurement and reporting experience


Strong stakeholder/matrix management and influencing skills

Financial services industry experience
* Customer insight (research and data analysis) experience


Able to communicate effectively with colleagues at all levels within business from Board to frontline

Job Offer

Basic Salary up to £35,000



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