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4 months ago
Haywards Heath, Home Office (Remote) or Manchester Salary: Up to £40,000 - 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. Strategic thinker, analytical and passionate about the customer journey experience with the ability to look at the bigger picture - sound like you? Then how about joining us as a Senior Customer Experience Lead in either Haywards Heath, West Sussex or Salford Quays, Manchester reporting to our Head of Customer Experience.
As a Senior Customer Experience (CX) Lead you will champion our customers, bring their current experiences to life, understand their pain-points and design effortless end-to-end experiences aligned to our CX target state. 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. Act as the Customer Experience lead on enterprise-wide projects to ensure the customer is front and centre when developing and delivering new products, propositions, and services into the organisation. Ensure that these new journeys align with our target customer experience and principles.
Aligned with Voice of Customer (VoC) and business insight, identify enterprise-wide customer experience improvements that deliver good customer and business outcomes.
Partner with colleagues and the CX team to ensure these are executed well and with the customer in mind ensuring that we realise and record the benefits of changes being made to the customer experience across the journey
Keep a firm grip on customer communication changes related to projects across the business to ensure consistency of brand guidelines, tone of voice and version control
Involvement in projects where relevant, coordinating changes to customer communication
CX experience (journey mapping, customer focused improvement activity) is required, ideally within the financial services sector (desirable)
Solid understanding of customer experience best practice
Good time management and organisation skills with the ability to prioritise work
A flexible approach and positive attitude
Be able to multi-task on projects involving various areas of the business
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 more
Flexible 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.
