Marketing - Head of Client Experience - London, United Kingdom - Arbuthnot Latham

Arbuthnot Latham

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

***- The Head of Client Experience will develop the CX function and strategy with the objective to drive customer focus, keep our clients at the heart of what we do as we expand, and help define our future state client experience.- Building on a strong foundation for CX, a recognised brand, strong product suite, committed relationship managers dedicated to client focus, and a strong digital foundation, this role is about working through a lifecycle journey to identify pain points and become the voice of the customer. The role will interface strongly with the Service Strategy and Optimisation team to deliver for clients.- To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers and to comply with the FCA and PRA's Conduct Rules.

Key Responsibilities:

Develop the client experience strategy within Arbuthnot Latham, work handinhand with the Head of Service Strategy and Optimisation.
Define client experience standards and ensure these are embedded across the organisation, starting with a client charter
Working with the wider business, defining the relationship approach which leverages modern technology to meet client needs and drives insights
Use recently developed client journeys to create a lifecycle journey and identify pain points for clients that have the greatest impact on CX as well as a plan around improving / eradicating these
Represent banking relationship with clients in the development of our future state client experience. Collaborate with front line to understand the relationship, client & communications, and marketing strategies to feed into the service strategy team
Together with the Senior Insights Manager interpret client feedback from client surveys, client council, complaints data to input into our future digital needs
Consider vulnerable clients across the above responsibilities
Monitor MI including NPS, outcomes from client council, and complaints analysing trends and opportunities for improvement
Able to work independently and meet deadlines, completing work to the required standard and ensuring key stakeholders, colleagues, management and third parties are engaged appropriately. Participate in projects, act as workstream lead and deliver against project plan

Risk:

Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

Marketing, Product Management, Business Management, Relationship Management, Change, and Complaints teams
Head of Service Strategy and Optimisation
Business Transformation Director and Client & Marketing Platform Lead
Banking ManCo
Vulnerable Clients SteerCo, Conduct RiskCo
Clients
Private and Commercial Banking, Investment Management and Wealth Planning front office teams

Person Specification
***
Knowledge/Experience/Skills**:

Experience in a similar role as either head of, or a senior position in a CX team, with experience gained at a larger financial service company preferred.
Strong influencing and stakeholder management skills with ability to form trusted partnerships and build rapport with stakeholders at all levels within the business
Experienced in working with crossfunctional teams to deliver initiatives
Experience in developing and driving adoption of a CX framework or strategy.
Exceptional written, verbal and communication skills.
Project delivery
People management experience

Qualifications: