Customer Experience Manager

Nucleus Financial; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services company seeks a Customer Experience Manager to enhance customer satisfaction and engagement. This role involves analyzing customer feedback, designing surveys, and collaborating with teams to improve customer journeys. Ideal candidates will have strong communication skills and experience in customer insights, ensuring customer perspectives shape decision-making.

Benefits

Non-contributory pension

Bonus

Parental leave

Health initiatives

Flexible working

Qualifications

• Experience with survey design and software.
• Understanding of FCA regulations and GDPR.
• Experience in mapping customer journeys.

Responsibilities

• Analyze internal data to create Customer Outcomes Dashboards.
• Design and facilitate customer satisfaction surveys.
• Manage Trustpilot strategy and relationships.

Skills

Communication

Collaboration

Attention to Detail

Facilitation

Relationship Building

Tools

SurveyMonkey

Microsoft Excel

Microsoft PowerPoint

Job description

Join to apply for the Customer Experience Manager role at Nucleus Financial.

About The Role

The primary purpose of the Customer Experience Manager is to actively seek, react, and respond to customer feedback to assess sentiment and drive positive, customer-focused change across the Nucleus Group. This involves analyzing internal data, designing and implementing customer satisfaction surveys, facilitating customer focus groups, and managing external platforms like Trustpilot.

The role includes participating in key Nucleus committees to ensure customer outcomes are considered in decision-making. Supported by an insight analyst, the manager will contribute to Consumer Duty activities and help design and improve customer journeys through involvement in relevant steering groups and committees.

The Customer Experience Manager should be values-led, confident in public speaking, and customer-focused, balancing commercial benefits with positive customer outcomes. Strong people skills are essential.

Key Accountabilities

1. Analyze internal data to create Customer Outcomes Dashboards for the Nucleus Customer Outcomes Committee.
2. Design and facilitate customer satisfaction surveys, providing analysis and actionable insights for various functions.
3. Collaborate with frontline teams to utilize technology (telephony, ecomms, website) and feedback tools like Puzzel and Capturi to gather and analyze customer sentiment.
4. Manage Trustpilot strategy, relationships, and reporting, holding regular stakeholder meetings.
5. Measure pre- and post-migration sentiment scores to evaluate customer experience during business changes.
6. Facilitate and analyze customer focus groups to gather qualitative feedback.
7. Report monthly customer outcome KPIs and contribute to broader reporting.
8. Develop and manage customer segmentation profiles.
9. Participate in committees and steering groups to provide a customer perspective in decision-making.
10. Research external customer insights to inform strategies for non-advised and vulnerable customers.
11. Coordinate with external stakeholders and industry groups on customer research projects.
12. Manage workload independently, prioritizing activities and resolving issues effectively.

Competencies

• Excellent communication skills, able to present insights clearly.
• Proficiency in Microsoft Excel and PowerPoint.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Positive attitude, self-motivated, adaptable.
• Strong collaboration, facilitation, and relationship-building skills.
• Confidence in engaging directly with customers.
• Knowledge of MRS code of conduct.
• Self-management of projects from start to finish.

Knowledge and Experience

• Experience with survey design and software (e.g., SurveyMonkey).
• Understanding of FCA regulations including Consumer Duty and GDPR.
• Experience in mapping and managing customer journeys.
• Knowledge of segmentation strategies and handling large data sets.
• Financial industry knowledge is a plus.
• Stakeholder management experience.

Values and Behaviours

• Demonstrate Nucleus values and behaviours.
• Ensure compliance with the Code of Conduct.

About Us

Nucleus Financial helps make retirement more rewarding, prioritizing people, collaboration, and innovation. We value our culture, social responsibility, and creating a positive environment where our people can thrive and make a difference.

Inclusion and Diversity

We are committed to inclusion and diversity, embedding these principles into our culture and practices. We believe a diverse workforce brings broader perspectives, better problem-solving, and is more representative of our customer base.

We offer benefits such as a non-contributory pension, bonus, parental leave, health initiatives, and flexible working.

Applications close on 16 May 2025.