Customer Experience Manager 18 Month FTC, up to £45,000 Cardiff

Location
Wales,Cardiff
Salary
£38000.00 - £45000.00 per annum
Posted
20 Sep 2018
Closes
18 Oct 2018
Ref
3426502
Contact
Nicola Clarkson
Job Discipline
Data & CRM
Experience Level
Manager
Sectors
Financial
Contract Type
Contract
Hours
Full Time
Your new company

With 53 branches and 18 agencies across Wales and the borders, they are the 6th largest Building Society in the UK. As a mutual society, they care about their customers, they are owned by and run for the benefit of their 500,000 members. It's an exciting time to join as they're currently on a Group wide transformation journey that will see the brand, technology, colleague and customer offerings updated and enhanced to really put the building society on the map.

Your new role

Due to the growth of the Marketing team, and the business and technology transformation journey, they're looking for a highly experienced and talented Customer Experience Manager who will define the experience and journey's they want their customers to receive now and in the future. This will be based upon customer and market insight to help differentiate them in the market and ensure they're delivering a stand out customer experience to maintain an enviable net promoter score (NPS).

The role will help the Head of Customer Proposition and Experience to set the strategic direction and then plan how to implement and embed the customer experience within the society, as well as coach and develop the growing team. You will lead the delivery of the desired experience across all channels and business area whilst helping to set up measurement tools to help manage and continually improve the customer experience. You will be responsible to liaise with senior stake holder management.

What you'll need to succeed


* At least 4 years' experience
* Customer Experience strategy knowledge
* Creating Customer Experience plans
* Customer journey mapping and design
* Customer Experience design and implementation
* Customer experience measurement and reporting experience
* Strong stakeholder management and influencing skills
* Working with cross functional and matrix teams
* Budget experience and commercial analysis skills
* Experience working with and managing consultants.
* Financial or insurance sector experience is desirable
* You will be hard working, and ambitious.



What you'll get in return

The right candidate will be a part of a great working environment with a strong family feel and plenty of opportunities for development and the potential to progress within the organisation. You can expect a generous package that includes pension, bonus and incentive schemes, free life assurance cover, critical illness protection, private healthcare and the option to buy extra holiday each year. You can also be a part of the companies Sports & Social club which gives colleagues access to discounted theatre, sporting and family events and to top it all off, we always have tickets up for grabs for the latest events at Principality Stadium.

As colleagues of the Building Society, you will walk a mile in our customer's shoes. So providing all staff with £100 to open a savings account at your local branch to really feel a part of the core business. £100 also grants you voting rights at the Building Society's Annual General Meeting.

What you need to do now

If you're passionate about this role, click 'apply now' or for more information and a confidential discussion or to find out about other opportunities in Marketing, contact Nicky Clarkson at Hays on 01179 806 895 or email

At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.

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