Customer Experience Transformation Manager

3 weeks ago

London, United Kingdom Talent Solution TAPFIN Full time
offers 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 (VOC) capability. Net Promoter System (NPS) is instrumental to achieving our CX ambitions and this role will be key in delivering against this agenda.
In this role you will become a crucial part of the global SME for our VOC capability and help architect the strategy, design, and delivery of a large global scale transformation programme. This is fundamental in enabling a consistent approach, quality and robustness across markets within Wealth & Personal Banking (WPB)

Experience Required:
• A strong strategic mindset in order to develop and deliver strategic, digitally led customer experience solutions that drive the business for renewed growth.
• Demonstrated leadership experience in the development and implementation of customer experience programs, such as Medallia, qualtrics or surveymonkey, including Net Promoter System in scaled organisations - essential
• Experience of leading agile delivery of complex system developments with multiple stakeholders and limited resources - essential
• Subject matter expertise of customer net promoter system and Voice of customer methodology - essential
• Strong analytical skills and experience using enterprise solutions to deploy Net Promoter System and Voice of Customer capabilities.
• Strong results orientation and performance management success.
• Experience of managing non-reporting large complex cross functional teams to deliver projects and programmes
• A broad knowledge and understanding of our WPB propositions and their connectivity with our international strategy would be desirable.
• experience would be advantageous
• Financial services / banking experience would be beneficial

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