Customer Experience Manager

Negotiable

MG140 – Customer Experience Manager
12-month FTC
Salary: up to £60,000
Canary Wharf

A highly established pension provider is looking to enhance and retain their 8 million members. This new role sits in the Customer Engagement Directorate which sit in the heart of business with large budgets invested into product change, research, marketing campaigns and digital innovation.

In this role, you will:

  • Identify and deliver continuous improvements to the customer’s experience – through product change, service improvements, and better communications.
  • Own the key interactions and experience of one of the customer groups across all delivery channels including the website / Help Centre / scheme communications.
  • Commission customer insight and analysis to support investigation into issues experienced by customers, and to develop evidence-based proposals for change.
  • Enhance the customer experience design for both product design and support/guidance content across all channels.
  • Generate product or service improvements ideas in response to customer insight, and progress changes through appropriate implementation processes.
  • Report to the Director of Customer Experience and line manage the UX Manager.

To be successful, you will have:

  • The ability to use data, insight and research to drive continuous improvements to customer experience.
  • Demonstrable evidence of delivering creative solutions to complex problems.
  • Clear and engaging communication skills, persuasive communicator and demonstrable evidence of digital marketing experience.
  • Experience of collaborating with cross functional teams, delivering through others and managing changing priorities.
  • Experience in financial services would be beneficial, not essential.

Apply now through the link provided or email your CV to Marianna Georgiou at MGeorgiou@mcgregor-boyall.com

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.

 

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