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Customer Experience Manager

1 month ago

Leatherhead, Surrey, United Kingdom Premium Credit Full time

About the Role

Premium Credit is seeking a Customer Experience Manager to join our team. As a Customer Experience Manager, you will be responsible for understanding customer needs, mapping and owning customer journeys, and driving great outcomes.

Key Responsibilities

  • Gather information to enable effective service design, including propositions, products, and personas for both customers and partners.
  • Create and maintain a Customer Journey Library, using appropriate tools and techniques to map 'as-is' and 'to-be' journeys.
  • Collaborate with teams across the business to review changes to the trading environment and competitor offerings.
  • Capture, track, and update 'pain points' across various journeys, understanding the impact and scale.
  • Act as the 'Voice of the Customer' to champion and drive improvement, utilizing BAU and Change routes to address outstanding 'pain points' and achieve the aspirational experience.

Requirements

  • Experience in customer journey mapping.
  • A proven track record of driving Customer Experience change.
  • An analytical mindset and critical thinking abilities.
  • The ability to work at pace, demonstrating organizational and planning skills.
  • A natural collaborator and communicator, able to tell the story and engage the audience.

About Us

Premium Credit is a leading provider of insurance premium finance and a range of annually charged services. We are a multi-award-winning business, lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners.

What We Offer

  • A competitive salary of £60,000 to £75,000 per annum, dependent on experience.
  • A workplace pension scheme.
  • Hybrid working, with collaborative days in our Leatherhead office.
  • 25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year.
  • Private health and dental cover.
  • Support and investment in your personal development.
  • 24/7 access to Employee Assistance Programme and Mental Health First Aiders.