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Customer Journey Mananger
2 months ago
Newly created opportunity to support growth for for a thriving Financial Services business. Candidates must have worked in an FCA regulated business and have good knowledge of Consumer Duty.
This role would suit ambitious, data driven candidates who want to work in a rapidly growing business where there is a genuine opportunity to innovate and build a best in class function.
The role is offered with Hybrid working, office base can be Lancashire or Yorkshire. Salary to £60k plus up to 20% performance related bonus and full benefits package,
Customer Journey Manager
Reporting to the Head of CX and First Line of Defence.
Main purpose of the role
To be accountable for ensuring that regulated and critical business processes are designed to deliver good customer outcomes and adhere to industry regulation. This role will support their ongoing commitment to Consumer Duty bringing all areas of the business together to support delivery and tracking of customer initiatives across all areas of the business.
The role holder will be accountable for the end-to-end customer journey for key customer processes.
Key responsibilities
* Ensuring processes are working to the intended standard, delivering fair customer outcomes and are adhering to regulatory and company frameworks.
* Ensuring processes are documented, optimised and improved
* Supporting interactions with regulators and clients on their individual processes
* Ensuring that product design is robust and aligns with the needs and expectations of their customer base
* Continuously measuring product performance against key performance indicators (KPIs)
* Identifying areas where products may be underperforming, where service standards aren't being met, or where there could be potential customer harm.
