Customer Experience Transformation Manager

Customer Experience Transformation Manager (Banking Client)

We are seeking a dedicated Customer Experience Transformation Manager to join our team at a prestigious global bank based in London. This is a unique rolling contract opportunity where you will play a pivotal role in shaping and enhancing our customer experience strategies worldwide.

Key Responsibilities

As a Customer Experience Transformation Manager, you will:

• Lead the Global Design and Implementation of the Net Promoter System: Guide the global CX community with your expertise in research and data analysis.
• Standardise Customer Relationship Metrics: Develop and enforce a unified set of metrics to promote data-driven, customer-centric decisions across the organisation.
• Modernise Voice of Customer Capabilities: Continuously evolve our VOC tools to ensure proactive decision-making, collaborating closely with Customer, Marketing, and Data teams.
• Develop Training Programmes: Create and implement resources to educate team members on the NPS programme and effectively use customer feedback for improvement.
• Act as a Customer Advocate: Champion the voice of the customer within the organisation, ensuring their needs and concerns are addressed.

Skills and Qualifications

To excel in this role, you should possess the following qualifications and skills:

• Strategic Vision: Ability to develop and execute strategic, digitally-driven customer experience solutions that foster business growth.
• Leadership Experience: Proven track record in implementing customer experience programmes (e.g., Medallia, Qualtrics, SurveyMonkey) and the Net Promoter System in large-scale organisations.
• Agile Delivery: Expertise in managing agile delivery of complex systems with multiple stakeholders and limited resources.
• Subject Matter Expertise: Deep knowledge of the Net Promoter System and Voice of Customer methodologies.
• Analytical Skills: Strong proficiency in using enterprise solutions to deploy NPS and VOC capabilities.
• Results-Oriented: Demonstrated success in performance management and achieving results.
• Project Management: Experience in managing large, complex cross-functional teams without direct reporting lines to deliver projects and programmes.
• Desirable Knowledge: Understanding of WPB propositions and their connection with our international strategy.

This role offers the opportunity to be at the forefront of customer experience transformation within a leading global bank. You will be instrumental in driving customer-centric strategies and fostering a culture of continuous improvement.

If you are a strategic thinker with a passion for customer experience and a proven ability to lead complex programmes, we invite you to apply and be part of our dynamic team.

Apply now and take the next step in your career with a global leader in banking; please submit your CV with this application if you feel that the above opportunity is relevant for you.