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Customer Experience Manager

4 months ago

London, UK, United Kingdom Sudale Search & Select Full time

Have you created amazing customer journeys across digital channels?

Would you like to work with a rapidly growing Fintech with fantastic development opportunities?

Do you want to work with an extremely talented, high performing team in a new function?

Would you like to work with a truly people centric organisation?

The Customer Experience Manager (Digital Journeys) is a brand-new role for the organisation. You will play a vital role in driving European customer adoption of digital channels, whilst identifying opportunities to enhance the end-to-end customer journey.

You will be working within a fast-paced, rapidly growing business where you will be able to make an immediate impact. The business operates with a high degree of transparency, with biweekly updates on key business objectives and monthly town halls so you really understand your impact and how the business and key functions are performing.

The team benefit from regular companywide training, wellbeing, and development sessions to support your personal and professional growth. As well as a great social calendar of events. This is a place where individuality is celebrated.

The Customer Experience function sits within the operations, working with several key stakeholders cross functionally to see where/ how the customer journey can be enhanced at all touch points reducing any areas of friction, partnering closely with the global product and UX teams to achieve this.

You will be a vital part of the strategy for reducing long term operating costs, whilst enhancing the overall customer experience within digital channels. You will deep dive into the reasons behind low adoption rates of digital channels, as well as identifying the reasons for dropouts within the digital journey, consistently feeding back into the business and knocking down those barriers for entry/ areas of friction.

The Customer Experience Manager will have:

Essentials:

Experience working with Digital Product teams and knowledge of UX principles.

Strong analytical skills to identify opportunities, develop business cases and track KPIs

Strong, proven stakeholder management skills

A Degree

Nice to haves:

Service design experience.

SQL

Experience working in European markets

Package

Comprehensive benefits package including:

  • Bonus
  • Cash allowances for gym & mobile phone
  • Private Healthcare
  • Health Cash plan (including children)
  • Pension scheme
  • Cycle to work scheme.