Digital Cx Manager

2 weeks ago


Solihull, United Kingdom The Curve Group Full time

We have a current opportunity for a Digital CX Manager on a contract basis. The position will be based in Solihull twice a week and will be INSIDE of IR35.
JOB PURPOSE
To drive the business forward by identifying, designing, prototyping, developing and launching significantly improved digital self-service customer journeys (CX/UX) as well as new retail and consumer finance propositions based on customer, partner and marketinsight.
SCOPE
The role holder will be closely involved in shaping the future of our offering; designing, developing and launching enhanced digital self-service customer journeys, loyalty and other new propositions.
Initiatives can include:

- significant UX improvements to digital self-service customer journeys
- developments to our loyalty and cross-sell approach / offers
- new products for direct to consumer or existing, new or potential partners
- other customer or regulation oriented digital and infrastructure developments
- 'Proofs of concept' for innovative new developments working with fintechs, start-ups etc.
You will be closely involved in shaping and owning the journeys and propositions that will drive company success. Your key responsibilities will include creating concepts, defining user experiences, developing detailed mobile first customer journeys that bringthe Customer Experience (CX) to life and for developing the prototypes that show the digital User Experience (UX) requirements. With a particular focus on digital self-service, you may also be involved in propositions to help develop greater customer loyaltyand / or new credit products.
To succeed, you must have experience of delivering great CX improvements or propositions based on customer insight, a good understanding of digital customer journeys and strong UX & prototyping skills. You will lead an agile development squad acting in therole of 'product owner' to show the journey, write the user stories and acceptance criteria and approve each item as it is done.
Your job will involve a significant amount of stakeholder management; presenting propositions to all levels of our organisation to gain buy-in and engaging with internal and external stakeholders to drive towards success.
KEY RESPONSIBILITIES
- Lead UX / CX development and act as 'product owner' as part of a squad to improve digital self-service, loyalty initiatives and new products as needed
- Develop working prototypes to bring requirements to life, to test and improve through customer research
- Lead as Product Owner on relevant projects / initiatives including:

- Customer experience design
- Research
- Understanding stakeholder requirements
- Presentation of propositions to all levels of the organisation in order to gain buy-in and commitment to developments
- Business cases
- Backlog development, refinement & prioritisation
- Define and optimise mobile app and online account management to drive self-service KPIs across customer engagement, usage & cross-sell - working as the entry point for mobile app initiatives working with an agile team on delivery
- Ensure that all journey and proposition changes comply with Legal, Regulatory and Conduct requirements
KEY SKILLS
- Strong UX and prototyping skills using mainstream software e.g. Adobe XD, Figma etc
- Understanding of agile in a business lead / Product Owner role
- Expert in digital CX (and ideally digital self-service) improvement
- Customer centric approach
- Commercial awareness
- Application of best practice digital development techniques
- Benchmarking
- Customer research
- Customer journey mapping
- Prototyping
- Strong understanding of digital CX development and UX best practice
- Delivery focus - particularly on the milestones and key deliverables to ensure deliver to time and budget
- Effective governance and Stakeholder management
- Ability to lead & motivate agile and cross-functional teams
- Detail focus on UX and functionality testing - to ensure the solution meets our customer and business requirements



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