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Pensions Operations and Transformation Director

4 months ago

Cambridgeshire, United Kingdom Venn Group Full time

The role will be pivotal in transforming the customer service experience within the Finance sector. The consistent application of customer excellence standards throughout the division, ensuring a seamless transition from the initial transformation to ongoing operations.
Uphold a Customer Experience Framework, leveraging digital insights to create an integrated and superior user experience across various platforms.
The development and acceptance of a balanced Service Level Agreement framework, ensuring comprehensive service delivery and the establishment of performance and satisfaction metrics.
Strategies that foster cultural change, emphasizing the importance of the customer in business operations.
Create a supportive framework for customer account management that aligns with the customer-first approach.
Alter established organizational practices to advocate for a customer-focused shift in operations.
Create a structured helpdesk system with clear issue resolution protocols, informed by performance analytics.
Experience in digital transformation focused on enhancing customer experience, including journey mapping and agile methodologies.
Experience in setting visions, directing teams, and motivating individuals to align with business objectives.
Family leave entitlement, shopping and travel discount schemes, health and wellbeing benefits, generous annual leave and pension package.

Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates.