Our client a Pension organisation based in Canary Wharf are urgently recruiting for an experienced Customer Experience Manager to take on a 1 year fixed term contract covering maternity leave
This role is all about delivering and implementing changes to the Customer Experience
You will need:
Experience of providing customer facing corporate solutions including product development
Excellent analytical skills with a proven ability to critically analyse issues, consider options and develop recommendations based on solid reasoning
Experience of working with customers (eg members/employers, payroll providers, intermediaries) and understanding their needs
Demonstrable evidence of delivering creative solutions to complex problems
Familiarity and confidence in using Microsoft Word, Excel, PowerPoint, and Visio
You will ideally have some staff management experience as you will be managing a UX Manager
Your main accountabilities will be
Owning the key interactions and experience of one of their customer groups (either Member or Employers & Intermediaries) across all delivery channels including the transactional area website (TAW) / public area website (PAW) / Help centre / scheme communications.
Identifying and delivering continuous improvements to their customer's experience - through product change, service improvements, and better communications
Ensuring that the development of their customer experience is in line with our propositional objectives and brand values.
Setting expectations of customer experience and service delivery standards (for service delivery to implement/oversee) and contributing to projects that will improve the service delivered to customers
This is a demanding and challenging role and they have an exciting project that you will have major input into over the next year - so someone with resilience , outstanding communications skills and the drive to see the bigger picture is key to this role
They need someone in please in early Mays- are keen to proceed asap