Senior Customer Experience Strategist
3 days ago
Our client is a leading lending business specialising in providing essential financial services to customers when they need it most.
Their culture is built on diversity, inclusion, and strong leadership. Priding themselves on fostering an environment where innovation and collaboration thrive, and our team members are empowered to make a real impact.
Job OverviewWe are seeking an experienced Senior Customer Experience Strategist to play a pivotal role in shaping the future of our Customer Service department. As a key member of our leadership team, you will develop and implement strategies, policies, and processes to ensure exceptional customer outcomes while meeting regulatory demands.
This is a unique opportunity to lead transformative system improvement projects, drive significant growth and development of the Customer Service team, and contribute to the company's success.
Key Responsibilities- Develop and execute a forward-thinking CX strategy aligned with regulatory requirements and best practices.
- Review and enhance customer-facing policies, processes, and systems to ensure compliance with FCA regulations and Consumer Duty standards.
- Lead and expand the team, including a Customer Service Manager, Junior Manager, QA agents, and 12 advisors, with plans to significantly increase the size of the advisor team.
- Drive the delivery of Consumer Duty projects, ensuring that customer outcomes remain at the heart of all decision-making processes.
- Collaborate with the Head of Analytics to leverage data for insight-driven decisions, manage risk, and enhance reporting on customer outcomes.
To be successful in this role, you will require:
- Proven experience in a similar leadership role within financial services, preferably in high-cost credit, challenger banks, or similar regulated industries.
- Strong background in developing and implementing CX strategies, policies, and processes.
- Expertise in system improvement initiatives, including the selection and implementation of new tools and technologies.
- Analytical mindset with the ability to interpret complex data and drive decisions through insights.
This role offers a competitive salary of £80,000 per annum, along with a 10% bonus based on performance. You will also have the opportunity to lead transformative system improvement projects, drive significant growth and development of the Customer Service team, and contribute to the company's success.
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