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Customer Experience Lead

3 months ago

Rubery, Birmingham, United Kingdom BAXTER WILLIAMS LIMITED Full time
About Our Client
Our client is one of the leading players in the financial services sector with a national presence.

They are looking to recruit a Customer Experience Lead to support their high growth and acquisition aspirations over the next 12/18 months across the UK based in the Midlands.

Role Description

Joining the Business Change team, the newly created Customer Experience Lead will proactively increase customer satisfaction and loyalty, through the design and implementation of interactions which solve customer needs to provide a frictionless experience forthem.


Main duties and responsibilities:

  • Developing, planning and coordinating the delivery of the customer experience team's work based on the change plan as well as new and emerging organisational needs and priorities.
  • Coach and develop team members.
  • Lead the redesign of key customer journeys to deliver exceptional customer satisfaction.
  • Inspiring and helping to lead colleagues to improve customer journey outcomes.
  • Mobilising the Adviser and Client Experience Forums to ensure the appropriate representation of stakeholders and supporting the group's Chair in agenda planning and timely turnaround of actions and decisions.
  • Segmenting our clients and advisers to clarify their specific needs within personas.
  • Working closely with the digital transformation team to ensure synergy between the digital transformation and customer experience improvements.
  • Developing and embedding a range of customer experience performance indicators and ensuring that demonstrable improvements are achieved across the organisation.
  • Working with broader senior management team (SMT) and Change Director to develop and communicate the changes that are necessary to deliver improved customer experience.
  • Working with SMT to ensure that the business change requirements, external and internal factors which influence and impact on customer experience are identified, analysed, understood and reflected in the new customer journeys.
  • Developing new, innovative and agile approaches which will help to drive organisational change in and specifically, improvements in customer experience.
  • Developing and leading codesign opportunities with strategic partners, colleagues, advisers and clients.
  • Identify, record, manage and report on the risks associated with the customer experience team's work.

Essential Experience & Skills:

  • A demonstrable record of leading major change activity which resulted in a step change in customer satisfaction.
  • Significant experience of using human centred design techniques and design thinking to reimagine customer journeys.
  • Experienced in setting customer satisfaction key performance indicators and ensuring progress against performance is monitored effectively with regular reporting.
  • Experience of leading effective codesign opportunities with key stakeholders (including customer service users and customers) in order to deliver robust, efficient and fit for purpose solutions.
  • Engaging, guiding, and influencing senior managers within the area of responsibility.
  • Experience of financial service or regulated industries is desirable but not essential.
  • Experience of leading, inspiring and motivating teams to improve customer service across multidisciplinary teams.
What's on offer
- £70k

  • Pension
  • Health benefit scheme
  • CPD professional qualifications
  • Flexible working
  • Social events