Marketing - Head of Client Experience

2 months ago

London, United Kingdom Arbuthnot Latham Full time

***
- The Head of Client Experience will develop the CX function and strategy with the objective to drive customer focus, keep our clients at the heart of what we do as we expand, and help define our future state client experience.- Building on a strong foundation for CX, a recognised brand, strong product suite, committed relationship managers dedicated to client focus, and a strong digital foundation, this role is about working through a lifecycle journey to identify pain points and become the voice of the customer. The role will interface strongly with the Service Strategy and Optimisation team to deliver for clients.- To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers and to comply with the FCA and PRA's Conduct Rules.**Key Responsibilities**:

- Develop the client experience strategy within Arbuthnot Latham, work hand-in-hand with the Head of Service Strategy and Optimisation.
- Define client experience standards and ensure these are embedded across the organisation, starting with a client charter
- Working with the wider business, defining the relationship approach which leverages modern technology to meet client needs and drives insights
- Use recently developed client journeys to create a lifecycle journey and identify pain points for clients that have the greatest impact on CX as well as a plan around improving / eradicating these
- Represent banking relationship with clients in the development of our future state client experience. Collaborate with front line to understand the relationship, client & communications, and marketing strategies to feed into the service strategy team
- Together with the Senior Insights Manager interpret client feedback from client surveys, client council, complaints data to input into our future digital needs
- Consider vulnerable clients across the above responsibilities
- Monitor MI including NPS, outcomes from client council, and complaints analysing trends and opportunities for improvement
- Able to work independently and meet deadlines, completing work to the required standard and ensuring key stakeholders, colleagues, management and third parties are engaged appropriately. Participate in projects, act as workstream lead and deliver against project plan

**Risk**:

- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

**Key Interfaces**:

- Marketing, Product Management, Business Management, Relationship Management, Change, and Complaints teams
- Head of Service Strategy and Optimisation
- Business Transformation Director and Client & Marketing Platform Lead
- Banking ManCo
- Vulnerable Clients SteerCo, Conduct RiskCo
- Clients
- Private and Commercial Banking, Investment Management and Wealth Planning front office teams

**Person Specification**

***

**Knowledge/**Experience/Skills**:

- Experience in a similar role as either head of, or a senior position in a CX team, with experience gained at a larger financial service company preferred.
- Strong influencing and stakeholder management skills with ability to form trusted partnerships and build rapport with stakeholders at all levels within the business
- Experienced in working with cross-functional teams to deliver initiatives
- Experience in developing and driving adoption of a CX framework or strategy.
- Exceptional written, verbal and communication skills.
- Project delivery
- People management experience

**Qualifications**:
- Educated to degree level or equivalent

**Competencies**:

- Client Focus
- Influencing Others
- Performance Focus
- Business and Commerical Focus
- Planning and Reviewing
- Communication & confidence

**About Us**

***

**Work, Life and Benefits**

At Arbuthnot Latham we offer:

- Agile working
- Competitive salary, pension & holiday allowance
- BUPA Health cover
- 4 x Life Assurance
- Discretionary bonus
- Market leading maternity/paternity and menopause policies
- Flexible benefits
- Income Protection Scheme

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