Chief Customer Experience Officer

3 weeks ago


Motherwell, North Lanarkshire, United Kingdom Willow Resourcing Limited Full time
Customer Experience Leader Opportunity

We are seeking a seasoned Customer Experience leader to join our team at Willow Resourcing Limited. As Head of Customer Experience and Outcomes, you will be responsible for driving positive customer experiences and business results across all our product lines.

Key Responsibilities:

  • Lead the improvement of customer experiences and drive positive business results
  • Define, measure, and optimize key customer outcomes, including satisfaction, retention, loyalty, and advocacy
  • Ensure all customer-facing processes adhere to UK regulatory standards (FCA and PRA) and demonstrate the 4 outcomes of Consumer Duty
  • Manage the oversight of complaints and regulatory escalations, focusing on fair customer outcomes
  • Oversee data-driven insights on customer behavior, pain points, and trends, and use data to continuously improve processes and identify opportunities to optimize customer journeys

Requirements:

  • Proven track record in Customer Experience management within the Financial Services sector
  • Familiarity with regulatory requirements, including Consumer Duty
  • Experience of producing the Consumer Duty Board report
  • Deep understanding of customer needs, behaviors, and satisfaction drivers, complemented by experience of customer journey mapping

We are looking for a passionate and experienced Customer Experience leader who can make a lasting impact on our business and its customers. If you are up for the challenge, please click apply and send over your CV.



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