Head of Customer Experience

4 months ago

Swindon, United Kingdom BNP Paribas Full time

HEAD OF CUSTOMER EXPERIENCE (JOB NUMBER: SN62504113)

**Head of Customer Experience (Process & Customer Advocacy)**

**Business Transformation** - Swindon/Hybrid**

***

**About the role**

This brand new strategic role is about ensuring all Customers (in the widest sense) remain at the heart of Arval UK. You and your team will lead the charge as Customer Experience Champion, as we continue to review and transform Customer experience through the introduction and transformation of customer journeys and leading the capture and response to customer insights. The role includes significant scope to build and shape the team and drive our Customer Experience Roadmap for the next 2-3 years and beyond.

Digging deeper, your team will collate Customer survey insights and specific root cause analysis, which will help drive changes in the Customer journey through process improvement, whilst ensuring complete alignment to our strategic vision. Working locally and with Corporate Centre in Paris, you will introduce a Customer journey framework that aligns process transformation with our new approach and new advocacy model in Arval, as well as helping embed a culture of continuous improvement across all Journey Makers

**Additional responsibilities will include**:

- Ensuring that Net Promoter Score (NPS), Post Event Surveys (PES) and other customer/partner insight surveys are planned and delivered.
- Key stakeholder in defining, enabling the delivering of annual targets for survey coverage and performance levels.
- Taking the insights from customer surveys and complaints feedback, and enabling associated business change, with a small root cause analysis team, to support this activity.
- Local Process Owner for the Complaints process in the UK, working with Corporate and Local Business Owners to implement strategy and drive people, process and system change.

**What’s in it for you?**

Our department Heads receive a benefits package at **pay zone level C1**

**This role comes with a basic salary **range of £60,000 to £80,000 and additional £15,000 (max) bonus + company car/ £6,500pa cash allowance.**

We operate a **hybrid working option, which gives you up to 2 days working from home per week**

**You will also enjoy the outstanding benefits including;**
- Family Private Healthcare (AXA PPP)
- Life Assurance
- Company Pension scheme
- A range of personal flexible benefits
- 25 days holiday, your birthday off plus bank holidays
- Free Parking (when on-site)
- Free Gym on-site
- Access to great discounts on our products and services
- To celebrate your 1st year you can enjoy a ½ holiday or a £75 Love2Shop voucher
- Paid eye tests and £50 towards your lenses
- Volunteering days
- Charity Fundraising

**About You**

This role is all about Customer, strategic ability and relationships.

Gifted at manoeuvring politically to Exec level, your ability to develop meaningful strategic relationships with ease will be legendary. In addition, your dogged passion for all Customers will be obvious. You are their champion, so guarantee they are front, and centre at all times. To be selected you will need to demonstrate specific success in identifying and then delivering strategic Customer journey transformation.

Experienced in managing a team, you will be used to implementing new frameworks, setting an agenda, ensuring it delivers agreed objectives, whilst being aligned to business strategy. Utilising your natural influencing skills, you will also be used to seeking out and delivering new opportunities for continuous improvement, from concept to sign off. Data insight and analysis will be a key strength too, as will your ability to define, deliver and then track a Customer Advocacy Roadmap to key business areas.

**Key skills required**:

- Champion of the Customer mentality
- Proven strategic success
- Leadership credentials
- Politically savvy
- Relationship expert with finely tuned influencing skills

**Application process**

Applicants invited to the “next stage” will complete an online video screen. This way, you can tell us all about yourself, before we shortlist who to select for interview. You will be able to do this on your mobile phone, tablet or laptop 24/7, giving you complete flexibility.

We will run a two-stage interview process in Swindon.

**About Us**

We are Europe’s No.1 vehicle leasing provider with a clear vision for sustainable mobility. Mobility is as simple as someone moving from point A to point B, however and whenever they choose. We know that for 2021 and beyond, being innovative and creative, developing existing products and introducing new ones quickly into the mix is what our customers want, whilst we also focus on leading the way forward on Climate Action within the mobility industry. Luckily, at Arval, we have an excellent pedigree in all things mobility, and the launch of our five-year plan, Arval Beyond, puts us out in front, leading the way. Find out more about our plan here: Arval Beyon

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