Customer Experience Lead - Stoke Heath, United Kingdom - Insight Select Ltd

Insight Select Ltd
Insight Select Ltd
Verified Company
Stoke Heath, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Experience Lead / Financial Services / Bromsgrove

Overview:


One of the UK's leading independent financial advisory and wealth management firms is seeking a Customer experience Lead to join their Business change team.

**_
We are looking for those of you who wish to grow with us as a business.

_**:

  • Our next Customer Experience Lead will proactivley increase customer satisfaction and loyalty._

The overall purpose of the role is to develop, plan and co-ordinate the delivery of the customer experience teams work.


Role & Responsibilities:


  • Lead the redesign of key customer journeys
  • Deliver exceptional customer satisfaction
  • Coach and develop team members
  • Develop and embed a range of customer experience performance indicators
  • Ensure demonstrable improvements are achieved across the organisation
  • Communicate changes
  • Develop new, innovative and agile approaches which will help to drive change and improvements in customer experience
  • Develop and lea 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

Essential Skills & Experience:


  • Demonstrable record of leading major change activity resulting in a change in customer satisfaction
  • Significant experience of using human centred design techniques
  • Experienced in setting customer satisfaction key performance
  • Experience of leading effective codesign opportunities with key stakeholders
  • Engaging, guiding, and influencing skills
  • Experience of leading, inspiring and motivating teams

Package:


  • Salary £50k £60k
  • Contributory pension scheme
  • Deathinservice benefit at 4 x your annual salary
  • Annual discretionary bonus
  • Cash Plan health benefit
  • Flexible working options and competitive holiday allowance, with annual buy and sell scheme options
  • Loyalty bonus
  • Secure onsite parking
**Customer Experience Lead / Financial Services / Bromsgrove
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