Customer Experience Lead - Bromsgrove, United Kingdom - AFH Financial Group

AFH Financial Group

Verified Company

Bromsgrove, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Experience Lead
A fantastic opportunity to join one of the UK's leading independent financial advisory and wealth management firms.

We have an exciting opportunity to join our existing Business Change team.

We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working opportunities.

You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary plus a range of benefits.

Our next Customer Experience Lead will proactively increase customer (i.e. client and adviser) satisfaction and loyalty, through the design and implementation of interactions which solve customer needs and provide a frictionless experience for them.

Please do feel free to talk to us about flexible working as well as remote, hybrid working and part time options that enable you to be your best.

Immediate starts are available.

Key Responsibilities as our Customer Experience Lead will include:

Developing, planning and co-ordinating the delivery of the customer experience team's work based on the change plan as well as new and emerging organisational needs and priorities.
Coach and develop team members.
Lead the redesign of key customer journeys to deliver exceptional customer satisfaction.
Inspiring and helping to lead colleagues to improve customer journey outcomes.
Mobilising the Adviser and Client Experience Forums to ensure the appropriate representation of stakeholders and supporting the group's Chair in agenda planning and timely turnaround of actions and decisions.
Segmenting our clients and advisers to clarify their specific needs within personas.
Working closely with AFH Labs (digital transformation team) to ensured synergy between the digital transformation and customer experience improvements.
Developing and embedding a range of customer experience performance indicators and ensuring that demonstrable improvements are achieved across the organisation.
Working with broader senior management team (SMT) and Change Director to develop and communicate the changes that are necessary to deliver improved customer experience.
Working with SMT to ensure that the business change requirements, external and internal factors which influence and impact on customer experience are identified, analysed, understood and reflected in the new customer journeys.
Developing new, innovative and agile approaches which will help to drive change in AFH and specifically, improvements in customer experience.
Developing and leading codesign opportunities with strategic partners, colleagues, advisers and clients.
Identify, record, manage and report on the risks associated with the customer experience team's work.

What we are looking for in our ideal
Customer Experience Lead:

A demonstrable record of leading major change activity which resulted in a step change in customer satisfaction.
Significant experience of using human centred design techniques and design thinking to reimagine customer journeys.
Experienced in setting customer satisfaction key performance indicators and ensuring progress against performance is monitored effectively with regular reporting.
Experience of leading effective codesign opportunities with key stakeholders (including customer service users and customers) in order to deliver robust, efficient and fit for purpose solutions.
Engaging, guiding, and influencing senior managers within the area of responsibility.
Experience of financial service or regulated industries is desirable but not essential.
Experience of leading, inspiring and motivating teams to improve customer service across multidisciplinary teams.

Benefits of working for AFH:

Training and qualifications
We take pride in supporting and paying for our staff to undertake professional qualifications relevant to your jobs role once you have passed your threemonth probation
Contributory pension scheme, and deathinservice benefit at 4 x your annual salary
Competitive salary and annual discretionary bonus, following one year's service
Health benefit scheme including digital gym subscriptions, dental and optional treatments and alternative therapies
Flexible working options and competitive holiday allowance, with annual buy and sell scheme options
Loyalty bonus and additional holiday days, based on length of service
Employee referral bonus scheme
Social events

With over 30 years of experience and more than 500 employees nationwide, AFH is one of the UK's leading independent financial advisory firms.