Customer Experience Manager

Location
England,West Yorkshire,Leeds
Salary
Competitive + Benefits
Posted
08 Jun 2018
Closes
06 Jul 2018
Ref
3334441
Contact
Samantha Peet
Experience Level
Manager
Sectors
Financial
Contract Type
Permanent
Hours
Full Time
Customer Experience Manager
Competitive Salary
West Yorkshire

A leading financial services organisation based in West Yorkshire

Due to an increase in workload and a real focus on digital, my client is looking for an ambitious and consumer centric Customer Experience Manager to join their growing experience and insights team. This role is to implement and drive the organisations customer experience agenda with support of the wider and direct reporting team.

Responsibilities

* Work closely with the Head of experience to map customer journeys online and offline.
* Interpret complex data and compile reports on how to drive and channel customer experience across multiple platforms.
* Support UX and Optimisation Manager with enhancements across online, for customer acquisition and existing customer log in areas
* Manage and deliver website content updates and sign off process using the Content Management System
* Use Google Analytics data to produce regular reports on site conversion and tests and recommend changes
* Deliver A/B and multi-variant site testing to improve conversion using tools and session replay tools to measure conversion success
* Hold a key relationship with the IT department, to help manage a pipeline of change work

Personal Profile

* Relevant and comprehensive experience in Customer Journey Mapping
* Customer Satisfaction measurement
* Data interpretation and report writing
* Effective influencing, organisation and collaboration skills
* Good commercial awareness
* Experience of working with key stakeholders
* Ability to engage, develop and manage a small team
* Experience within Financial Services is desirable but not essential

If you are interested in the above opportunity and have the experience detailed, please contact me on 0113 200 3755

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