Customer Experience Manager
2 weeks ago
Manchester Salary:
Between £70,000 to £75,000 - Depending on experience Department: Customer & Operations
We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; They make us stand out, help us succeed.
Passionate about customer experience, in particular journey mapping, customer communication and researching - sound like you? Then how about joining us as a Senior Customer Experience Manager in either Haywards Heath, West Sussex or Salford Quays, Manchester reporting to our Head of Customer Experience.
You will be a trusted strategic leader that helps define, create and execute the organisation's target customer experience (CX) across the enterprise.
You will support and work collaboratively with the Head of Customer Experience to create a compelling CX Strategy that connects the purpose, vision, and commercial objectives of the organisation to how we build a sustained relationship with customers across the lifecycle.
The success of the role depends on a high level of collaboration, influencing, and communication with stakeholders across the enterprise to design and execute customer experience improvements.
Working flexibly, you'll spend most of your time working from home, with a day a week in the office (so living close to Haywards Heath, West Sussex or Salford Quays, Manchester would be perfect).
But of course, it's your choice - if you prefer to be in the office more - that's good with us too.
Well, that's entirely down to our talented people, who we know, are our biggest asset. Work collaboratively with the Customer Leadership team in the design and execution of the organisation's CX strategy that can be scaled in line with the organisation's growth and diversification strategy, ensuring alignment with senior stakeholders across the enterprisePlay a pivotal role in driving a customer-centric environment within the business, embedding the target Customer Experience across all colleague and customer touchpoints through a robust business partnering approach
Implement a customer journey mapping framework that will design and document our current and future state journeys, facilitate the ongoing identification of customer painpoints and, aligned with VoC and business insight, identify enterprise wide customer experience improvements that deliver good customer and business outcomes
Sponsor and shape programmes of work for transforming and optimising our customer experience under the umbrella of the Customer Business Change Portfolio and CI Forum, reviewing customer outcomes, building investment cases were necessary and being accountable for benefit profiles and realisation
Ensure customer practices and processes are compliant with all regulatory requirements (including Consumer Duty and Vulnerable Customer), and that company policies, risk and control registers are up-to-date and fit for purpose
Ensure good governance of the organisation's customer communications both through our SmartComms platform (creating and maintaining compliant letter templates), as well as agent call guides, briefing notes and knowledge content management
To be the Customer response to Crisis & Incident Management, ensuring that Customer (including Vulnerable Customers) is forefront in the rectification planning
To have management oversight of the organisation's Customer Voice programme and other tracking of leading indicators of CX performance (e.g. Trustpilot) which can be benchmarked across the industry, and leverage that insight to drive continuous improvement of the customer experience
Lead a team, conducting the full range of people management duties (performance management, recruitment etc) as well as b uilding the team's skillset and capability
Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
Significant experience in a Customer Experience management role within a medium/large enterprise
Demonstrable track record of delivering compelling customer experience outcomes, preferably within a regulated environment
Expertise in customer experience design, in particular journey mapping, customer communication and customer research
Strong knowledge of customer experience sector including consumer and market trends and customer technologies
Ability to translate the needs of the business to an excellent customer experience
Strong commercial acumen with the ability to rapidly quantify opportunities and risk to inform the prioritisation of activity
Customer focused with the ability to help deliver an organisational-wide customer centric culture
An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities
We're happy to discuss flexible working during the recruitment process.
As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.
Simply Health Cash plan. Reclaim the cost of your eye tests, dental, physiotherapy and moreFlexible Bank Holidays
Eight flexible bank holidays; Electric Car Scheme
Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing
Flexible Working
We're flexible; most roles let you mix office and home working. We'll support you
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