Our client is a leading Financial Services organisation in South Wales.

Description

The Customer Experience Lead will work with the Head of Customer Proposition and Experience to design the overall customer experience. They will work with the product and proposition development teams to design specific customer experiences for new and existing propositions.

The Customer Experience Lead will map all the key end-to-end, multi-channel customer journeys. Developing a clear understanding for the customer and ensuring they meet/exceed customer expectations. Working with the key stakeholders of the business in delivering the defined customer experience, the distribution and communications channels, regularly reporting to appropriate senior management forums. Represent customer experience at relevant forums and lead specific customer experience forums. Also, inputting to business strategy, customer and marketing strategies and incorporating the outputs of these strategies into customer experience design and implementation.

Profile

The Customer Experience Lead will:

• Have a proven track record in; Customer Journey mapping and design, Customer Experience design and implementation, Customer experience measurement and reporting experience, Strong stakeholder/matrix management and influencing skills, Financial services industry experience, Customer insight (research and data analysis) experience
  
• Display a passion for the customer
  
• Clear and concise communicator - written/oral
  
• Communicate effectively with colleagues at all levels within the business
  
• Strong at strategic and analysis skills
  
• Strong at networking and influencing skills
  
• Creative thinker
  
• Technical skills in; MS Office and Customer journey and design
  

Job Offer

• Base
• Cardiff City Location
• Career Development Opportunities