Customer Experience Manager
3 weeks ago
At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.
We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.
Customer Experience Manager
The Customer Experience Manager is a pivotal role to help M&G in its quest to become more customer focused by identifying and championing the initiatives that will deliver better outcomes for our customers.
By working with a variety of stakeholders with the M&G Wealth business, you will be uniquely placed to identify the pain points that exist for our customers and become a driver of change that delivers improvements for customers, and in doing so help build the customer relationship that M&G Wealth is striving for.
This role will form part of the Customer Experience team where we immerse ourselves in customer data, insight and behaviours to design better experiences for our customers - and in doing so collaborate with all parts of the business to deliver against these. We walk in our customers shoes every day to turn customer needs into reality. Collaboration, teamwork and problem solving are all in a days work.
Key Responsibilities for this role:
- Work closely with the customer experience team and internal stakeholders to articulate how the brand translates into experience proof points, tone of voice and improvement actions to deliver against it
- Responsible for a series of intervention including experience and journey design, insights into action, translation of insights and VoC into operational priorities to be agreed and managed with business owners
- Work with the Insights and Clients intelligence team to understand the single customer truth behind the data, identify root cause and translate customer insight into actionable insights
- Be the lead point of contact for the operational area to manage the customer experience agenda and relevant improvement actions
- Create a framework of data inputs ranging from Voice of the Customer to complaints to front line feedback amongst others to establish a picture of customer improvements required across the M&G Wealth business within journeys
- Identify key operations stakeholders to work with to collate this data and deep dive into the customer issues and associated root causes in order to translate improvements required into a better customer outcomes
- Represent the customer agenda at key meetings to understand operational priorities, establish the customer pain points and create profile and context for the customer improvement priorities within the wider business agenda
- Work with journey owners to design experience and agree interventions to deliver the target state
- Work with value streams transformational teams and continuous improvements areas to ensure customer is at the heart of design and the business delivers solutions that meet customer needs and improve their outcomes
- Work with Management leads to build the profile of customer needs within the business and translate this into cultural change to support the prioritisation of customer within delivery
- Bring together a list of improvements required and work with the Customer Strategy and Improvements team to reconcile these against customer outcomes reporting and governance to maintain the profile and position of these requirements and manage the position of these as they are delivered via BAU
- Supporting customer-centricity by identifying a range of specific interventions as well as supporting stakeholders across the business so they are better equipped to understand practically what putting 'customer at the heart of the business' means in their day-to-day roles
Key Knowledge, Skills & Experience:
- Understanding of customer journeys and how these are managed via data and prioritisation
- Passion for customer first thinking
- Empathy with customer needs, pain points and the complexity of financial services for our customers
- Assertiveness and strong communication skills
- Collaborative mindset to work with stakeholders around problem solving
- Financial Services knowledge, especially around UK Retail markets
Work Level: Manager / Expert
Recruiter: Amy Curtis
Location: Edinburgh (hybrid / flexible working)
Closing Date: 07/04/2023
We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
-
Guest Experience Agent
1 month ago
London, United Kingdom Guest Experience Full time**“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...
-
Customer Experience Manager
3 weeks ago
London, Greater London, United Kingdom M&G plc Full timeAt M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve...
-
Customer Experience Manager
2 days ago
London, Greater London, United Kingdom Sephora United Kingdom Full timePosition Customer Experience Manager - Newcastle Profile At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty...
-
Customer Experience Manager
7 days ago
London, United Kingdom Vanilla Recruitment (UK) Ltd Full timeAs the Customer Experience Manager, you’ll be the champion for clients, ensuring every interaction is seamless, inspiring, and delivers results. You will play a crucial role in advising and supporting clients to ensuring that their customers have a positive experience throughout their journey, which is essential for building brand loyalty and driving...
-
Customer Experience Manager
6 days ago
London, United Kingdom EMR | Specialist in Marketing Recruitment Full timeJob DescriptionA B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products.Responsibilities:Define and run CX programmes and projects that cut across multiple channels and productsExplore and introduce new capabilities that will make match the business...
-
Customer Experience Manager
6 hours ago
London, United Kingdom EMR | Specialist in Marketing Recruitment Full timeA B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products.Responsibilities:Define and run CX programmes and projects that cut across multiple channels and productsExplore and introduce new capabilities that will make match the business future proofed...
-
Customer Experience Manager
3 days ago
London, United Kingdom EMR | Specialist in Marketing Recruitment Full timeJob Description A B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products. Responsibilities: Define and run CX programmes and projects that cut across multiple channels and products Explore and introduce new capabilities that will make match the...
-
Customer Experience Manager
6 days ago
London, United Kingdom EMR | Specialist in Marketing Recruitment Full timeA B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products.While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.Responsibilities:Define and run CX...
-
Customer Experience Manager
1 day ago
London, United Kingdom EMR | Specialist in Marketing Recruitment Full timeA B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products.While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.Responsibilities:Define and run CX...
-
Customer Experience Transformation Manager
1 week ago
London, United Kingdom Talent Solution TAPFIN Full timeCustomer Experience Transformation Manager Customer Experience Transformation Manager6-month contractLondon (hybrid)£670.42 p/d UmbrellaIf you’re looking for a career that will help you stand out, and fulfil your potential. offers opportunities, support and rewards that will take you further. We are currently seeking an experienced individual to join...
-
Customer Experience Transformation Manager
2 weeks ago
London, United Kingdom HSBC Full timeCustomer Experience Transformation Manager 6-month contract London (hybrid) £If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you...
-
Customer Experience Transformation Manager
2 weeks ago
London, United Kingdom HSBC Full timeCustomer Experience Transformation Manager 6-month contract London (hybrid) £If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you...
-
Customer Experience Transformation Manager
3 days ago
London, United Kingdom HSBC Full timeJob Description Customer Experience Transformation Manager 6-month contract London (hybrid) £If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that...
-
Customer Experience Manager
2 days ago
London, United Kingdom Deverell Smith Recruitment Ltd Full timePurpose of the role: Responsible for implementing a best-in-class Customer Experience within operational teams Responsibility to develop insight capabilities to monitor, analyse and report on all customer feedback across all channels within the business. Ensuring we proactively respond to the feedback/insights and loopback into the customer experience...
-
Customer Experience Transformation Manager
4 days ago
London, United Kingdom Talent Solution TAPFIN Full timeoffers opportunities, support and rewards that will take you further. We are currently seeking an experienced individual to join this team in the role of Customer Experience Transformation Manager. Role Responsibilities: We are currently seeking an experienced Customer Experience (CX) professional to join this team to help transform our Voice of Customer...
-
Customer Experience Transformation Manager
2 weeks ago
London, United Kingdom Talent Solution TAPFIN Full timeoffers opportunities, support and rewards that will take you further. We are currently seeking an experienced individual to join this team in the role of Customer Experience Transformation Manager. Role Responsibilities: We are currently seeking an experienced Customer Experience (CX) professional to join this team to help transform our Voice of Customer...
-
Programme Manager
1 month ago
London, United Kingdom La Fosse Full timeThe Organisation:A large not-for-profit organisation. A bit about the role: I am working with a London based not-for-profit organisation who are looking for a Programme Manager (Customer led Digital Programmes) to join them on a permanent basis. As Programme Manager your role will be to lead on the organisations customer experience programmes. This will...
-
Customer Experience Assistant Manager
4 days ago
London, United Kingdom GPE Full timeJob DescriptionReporting to the Customer Experience Senior Manager, the Customer Experience Assistant Manager is responsible for day-to-day operational management located at Hanover. Hanover is a mixed-use 1.5 acre estate located on Hanover Square, home to some of GPE’s highest profile customers. The role also includes the Management of smaller properties...
-
Customer Experience Assistant Manager
3 days ago
London, United Kingdom GPE Full timeJob Description Reporting to the Customer Experience Senior Manager, the Customer Experience Assistant Manager is responsible for day-to-day operational management located at Hanover. Hanover is a mixed-use 1.5 acre estate located on Hanover Square, home to some of GPE’s highest profile customers. The role also includes the Management of smaller...
-
Customer Experience Manager- Customer Care
3 days ago
London, United Kingdom EMR | Specialist in Marketing Recruitment Full timeJob Description A B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products. Define and run CX programmes and projects that cut across multiple channels and products Explore and introduce new capabilities that will make match the business future proofed...