Customer Experience Director

Recruiter
EMR
Location
England,London
Salary
£80000 - £90000 per annum + Bonus + Benefits
Posted
16 Jan 2019
Closes
13 Feb 2019
Ref
1631160
Contact
Ronak Patel
Job Discipline
Data & CRM
Experience Level
Director
Sectors
Financial
Contract Type
Permanent
Hours
Full Time
Responsibilities:

* Lead the Customer Experience, Digital, Innovation, Brand & Customer Communications, Insight and engagement teams
* Overall responsibility to develop and implement the core strategic insight driven customer experience, customer experience principles and key customer journeys
* Create and implement Open Banking design and key digital, social media, customer, engagement, brand design and content strategies in support of overall customer centric offer
* Determine and drive the interventions at both a tactical (short-term) and strategic (medium-to-long term) level in conjunction with the Product & Propositions Team and Customer Experience team
* Drive digital innovation, identifying key capabilities required for the longer term to facilitate digital ambitions
* Act as deputy project sponsor and lead the Customer Experience team, defining and managing customer related change by and deploy team to act as business manager or agile product manager on key strategic projects
* Act as a customer champion, be a role model and agent for Change, creating and embedding an insight driven customer centric and digital first culture

Requirements:

* Substantial experience and demonstrable success in leading channel management within a direct or digital business
* Working in consumer-focused financial services and/or a regulated environment would be an advantage
* Strategic and operational management with a customer strategy and digital development focus
* Managing complex and conflicting change and delivering customer centric propositions within an agile and regulated environment
* Working in a major outsourced business environment
* In-depth knowledge of customer behaviour and demonstrable experience of developing propositions and strategies to align for commercial benefit Skills
* Relevant university degree (customer experience/business discipline)
* UK experience essential

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