Client Experience Strategist

5 days ago

London, Greater London, United Kingdom Close Brothers Group Full time
About the Role

We are seeking a highly skilled Client Experience Strategist to join our team at Close Brothers Group. As a Client Experience Strategist, you will play a key role in supporting the development and delivery of our client and colleague experience (CX) strategy.

Key Responsibilities
  • Deliver Client Experience Projects
    • Support the delivery of our business-wide client experience programme strategy and related outcomes within executive management agendas.
    • Assist in the delivery of our Voice of The Client programme, including the development and setup of feedback touchpoints and close-the-loop processes, ensuring insight is taken into action.
    • Implement 'on-the-ground' quick wins and strategic changes to improve client experience metrics, reduce the risk of client harm, and deliver on our future-state experience as defined within our service design blueprint.
    • In partnership with the business, prioritize client experience initiatives identified from insights and, where required, support and oversee their delivery through our Client & Services Committee and its sub-committees.
    • Work with the business to deliver client experience projects that align to key client experience capabilities, including:
      • Client value proposition development
      • Channel and engagement strategy
      • Client-focused culture development
    • Define, Measure, and Quantify the Impact of Benefits and Results
      • Define, measure, and quantify the impact of the benefits and results associated with CX initiatives.
    • Promote the Importance of Client Experience Across the Business
      • Share and promote client experience thought leadership to enhance experiences, evolve ways of working, and mature the CX capability.
      • Research and share trends on CX innovation as a point of inspiration, that can challenge the status quo, and drive growth and improved client outcomes.
      • Support and deliver client-focused training initiatives.
      • Identify opportunities to embed the focus on client into everyday operations and decisions.
    • Provide Client Insights, Highlighting Improvement and Innovation Opportunities
      • Plan and execute quantitative and qualitative client experience research.
      • Support communications and product testing in line with Consumer Duty.
      • Bring together external research, client feedback, digital data, operational touchpoints, and other client data points to inform decision making.
    Requirements
    • Experience Leading Projects Using Design Thinking Techniques
      • Experience leading projects using Design Thinking techniques (or equivalent).
    • Experience of Delivering Client Experience Insights Programs
      • Experience of delivering client experience insights programs (including Voice of Client).
    • Understanding of Service Design
      • Understanding of service design, including how to create a service design blueprint and deliver value against it.
    • Repeated Experience Delivering Tactical and Strategic Client Experience Projects
      • Repeated experience delivering tactical and strategic client experience projects.
    • Strong Problem-Solving Skills
      • Strong problem-solving skills.
    • Understanding of Client Experience Measurement/Metrics
      • Understanding of client experience measurement/metrics.
    • Understanding of Client Experience Measurement Techniques
      • Understanding of client experience measurement techniques, including both qualitative and quantitative methods.
    • Repeated Experience Conducting Primary and Secondary Research
      • Repeated experience conducting primary and secondary research.
    • Ability to Build Business Cases
      • Ability to build business cases clearly articulating cost vs. benefit.
    • Strong Negotiation and Influencing Skills
      • Strong negotiation and influencing skills.
    • Repeated Experience Creating Personas and Journey Mapping
      • Repeated experience creating personas and journey mapping.
    • Strong Workshop Preparation and Facilitation Skills
      • Strong workshop preparation and facilitation skills.
    • High-Quality Verbal and Written Presentation Skills
      • High-quality verbal and written presentation skills.
    • Understanding of Operational Excellence
      • Understanding of Operational Excellence.
    • Broad Understanding of Digital Technologies
      • Broad understanding of digital technologies.
    • Understanding of Agile Methods
      • Understanding of agile methods to assist us in forming, developing, and implementing ideas.
    • Experience Collaboratively Working with Specialist Operational Teams
      • Experience collaboratively working with and supporting specialist operational teams, e.g., Business Architecture, Design, Operational Excellence.
    • Strong Sense of Initiative and Self-Starter
      • Strong sense of initiative and self-starter who can work equally well in a team or on their own.
    • Experience in Financial Services
      • Experience in Financial Services.
    • Broad Understanding of B2B, B2C, and B2B2C Markets
      • Broad understanding of B2B, B2C, and B2B2C markets.

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