Customer Experience Manager

1 day left

Location
Wales,Cardiff
Salary
£40000 - £42000 per annum
Posted
25 January 2019
Closes
22 February 2019
Ref
13986847/001
Contact
Kyle Weeks
Job Function
Other
Contract Type
Temporary
Hours
Full Time
18 month FTC - Customer Experience Manager, based in Cardiff.


Client Details

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


Description

The key responsibilities for the Customer Experience Manager:

* Design better experiences for our members using your wide range of skills including, insight gathering, research and service design thinking
* Facilitate workshops where you will be creating service design blueprints or designing new end-to-end, multi-channel customer journeys maps
* Help create and then review the overall customer experience strategy and design principles to ensure we are delivering a great service for our members and remain differentiated versus our competition
* Lead the rest of the business in delivering the designed customer experience, in particular, the distribution and communications channels - branch network, member services, digital and marketing communications.
* Establish suitable customer experience metrics for the overall experience


Profile

The Successful Customer Experience Manager:

* Service design skills including service blueprint and customer journey maps
* Ability to drive implementation of new designed experiences
* Helping to implement customer experience measurement and reporting experience
* Strong stakeholder management and influencing skills
* Experience working with cross functional and matrix team
* Customer Experience strategy knowledge
* Experience working within the financial services sector or other regulated environment is desirable
* Budget experience and commercial analysis skills


Job Offer

Basic Salary £40,000-£42,000

Benefits

More searches like this