Senior Customer Value Manager

2 weeks ago

Newcastle Upon Tyne, United Kingdom Change Recruitment Full time

**Senior Customer Value Manager**

**Edinburgh, Glasgow or Newcastle (with Hybrid working)**

**£80,000**

Change Digital Recruitment is recruiting a Senior Customer Value Manager on behalf of a nationally recognised financial services company. Based in Edinburgh, Scotland this company provide a broad range of financial products to consumers ranging from savingsaccounts through to loans and home, car, and pet insurance.

This role sits within the Customer Management team and will focus on developing & Implementing strategies to deliver the best customer experience for customers. This role will play a key part in working with all business areas that impact customer experience,(e.g. Customer Service, CX, Financial Crime and Payments). This will include things such as digital adoption, enhancing and improving digital services, paperless, and reducing failure demand.

Key responsibilities:

- Monitor aspects of a product life cycle, including long
- and short
- term development and marketing
- Review the backlog of work for a medium sized project and reprioritize the work and the deployment of project resources to reduce costs and increase the value of the work delivered
- Work with release train engineer to plan and replan software releases for medium projects as they are produced to ensure timely updates and to deliver the planned benefits as early as possible
- Communicate action plans; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals
- Contribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators; develop business cases for key activities/projects; and estimate the financial and human resources required

Experience and skills
- Previous experience within banking or financial services is preferred for this role. Experience and understanding of developing new Propositions, driving customer acquisition, or optimising customer management of existing customers is required for thisrole.
- Previous experience of working within proposition and product development is an essential requirement for this position
- Previous experience of working in an Agile environment is an essential requirement for this position
- This role requires an individual with strong data and market analysis skills with the ability to develop a comprehensive understanding of customer and market conditions

**This role can be based from the organisations office in locations in Edinburgh, Glasgow or Newcastle.

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