HO Customer Experience
Jordan Davis - Brighton

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Head of Customer Experience up to £78,000 + bonus & Bens Brighton & Hove
Our client, a respected, quality driven, financial services organisation are seeking a Head of Customer and People Experience to develop & lead the Customer Experience performance for their customers, based on insight and feedback from customers and customer service staff.The role also encompasses a project implementation function to ensure that the department remains fully compliant with all internal and external regulatory frameworks.

The role:
  • The proactive monitoring and sharing of best practise in customer experience through external networking, research and representing the organisation in external customer associations
  • People development and engagement initiatives in collaboration with operational leaders to support development of a customer culture and new ways of working
  • Continual improvement of customer journeys in response to feedback and insight
  • Project management of initiatives across the department to create pace and ensure that projects are delivered and desired benefits are realised and measured
  • A best practise complaints team with follow through to route cause analysis and addressing issues in collaboration with the customer journey team and operational management.
  • Full adherence to all compliance, risk and corporate governance requirements and ensuring all regulatory controls are embedded, frequently reviewed and deliver the desired customer and people experience
  • Collaboration with all supporting areas and stakeholders across the wider business.
The candidate:
  • A candidate with significant expertise in a senior leadership, customer experience role within a regulated environment
  • Proven track record of delivering tangible change in large-scale customer facing &back office operations, of challenging norms, leading edge thinking and breaking down barriers to change
  • Customer feedback gathering and measurement, leading to action planning &change
  • Creation of people engagement initiatives, evolving culture and driving cultural change
  • Exposure to compliance frameworks and adherence inc complaints management Experience in project office management, ideally using a structured methodology
This job was originally posted as www.totaljobs.com/JobSeeking/HO-Customer-Experience_job51789379