Customer Experience Lead - Worcestershire, United Kingdom - IDEX Consulting Ltd

IDEX Consulting Ltd

Verified Company

Worcestershire, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Our Client
A nationally acclaimed leading Financial Services business who provide services in Financial Planning and Wealth Management.

This position sits within the business change team and responsible proactively increasing customer satisfaction and loyalty, through the design and implementation of interactions which solve customer needs and provide a friction-less experiences.

About The Role
The successful Customer Experience Lead will be responsible for:

Developing, planning and coordinating the delivery of work-flow for the customer experience team
Coach, inspire and develop team members
Lead the redesign of key customer journeys to deliver exceptional customer satisfaction
Mobilising the Adviser and Client Experience Forums to ensure the appropriate representation of stakeholders
Segmenting our clients and advisers to clarify their specific needs within personas
Working closely with the 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 leadership to develop and communicate the changes that are necessary to deliver improved customer experience
Developing new, innovative and agile approaches specific to customer experience
Developing and leading codesign opportunities with strategic partners

Applicant Requirements

Ideally, this opportunity will suit an individual from a Financial Services or Professional Services background with experience in delivering key change projects linked with improving customer satisfaction.

Experience of using human centred design techniques and design thinking to reimagine customer journeys
Experience in setting and monitoring customer satisfaction key performance indicators
Experience of leading effective codesign opportunities with key stakeholders
Engaging, guiding, and influencing leadership decisions
Experience of leading, inspiring and motivating teams

What's on Offer
A competitive salary and excellent benefits package, joining a friendly and inclusive culture.
Hybrid office/ home working
Full-time or reduced hours

Visit the IDEX Consulting Ltd website for further opportunities. We value diversity and always provide guidance based on merit.

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