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Chief Customer Experience Officer

1 month ago

Motherwell, North Lanarkshire, United Kingdom Willow Resourcing Limited Full time
Job Description

Chief Customer Experience Officer

Financial Services

We are seeking a passionate and experienced Chief Customer Experience Officer to lead our customer experience strategy and drive positive business results across all our product lines.

You will be responsible for defining, measuring and optimising key customer outcomes including satisfaction, retention, loyalty and advocacy in line with Consumer Duty regulations.

Key responsibilities include:

  • Ensuring all customer-facing processes adhere to UK regulatory standards (FCA and PRA) and actively demonstrate the 4 outcomes of Consumer Duty.
  • Collating and writing the Consumer Duty Board report and mid-year assessments.
  • Managing the oversight of complaints and regulatory escalations, ensuring a focus on fair customer outcomes.
  • Overseeing data-driven insights on customer behaviour, pain points and trends and using data to continuously improve processes and identify opportunities to optimise customer journeys.

You will have a proven track record in Customer Experience management within the Financial Services sector and be very familiar with the associated regulatory requirements including Consumer Duty.

You will also have a deep understanding of customer needs, behaviours and satisfaction drivers complemented by experience of customer journey mapping.

This is a great opportunity to join a market leading business that continues to deliver double digit growth and challenge the norms of the industry.

We are looking for someone who is passionate about customer experience and has the skills and experience to make a lasting impact on both the business and its customers.