Customer Experience Manager

Consortium; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Close Brothers is seeking a Customer Experience Manager to lead the strategic development, governance and continuous improvement of the customer experience across Savings. You will manage the Customer Experience Lead and provide clear direction, coaching and oversight to ensure activity is insight-led and delivers outcomes.

The role requires experience in Retail Financial Services, strong stakeholder management and the ability to translate insights into action.

Qualifications

• Experience in Retail Financial Services, ideally in customer experience or transformation.
• Strong understanding of good customer outcomes and regulated environment.
• Experience using customer insights and feedback to influence change.

Responsibilities

• Lead development and embedding of a customer experience strategy for Savings.
• Oversee prioritisation of customer journey improvements using feedback, risk incidents and VOICE insights.
• Ensure end-to-end journeys are documented, monitored and optimised across acquisition, retention and servicing.
• Analyse NPS, CSAT and other CX measures and translate into clear recommendations and actions.
• Develop and improve customer insight and reporting to inform business decisions.
• Lead use of data to identify trends, pain points and opportunities for journey improvement.
• Build relationships across Savings and the wider Bank with Product, Operations, Digital, Marketing, Risk/Compliance.
• Coach and develop the Customer Experience Lead and team.

Skills

Retail Financial Services

Customer experience strategy

Stakeholder management

Influencing skills

Job description

Experience in Retail Financial Services required

Proven ability to develop and lead customer experience strategies

Strong stakeholder management and influencing skills

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Reporting to the Head of Customer, the Customer Experience Manager will be responsible for leading the strategic development, governance and continuous improvement of the customer experience across Savings. The role will manage the Customer Experience Lead and provide clear direction, coaching and oversight to ensure customer experience activity is prioritised, insight-led and aligned to good customer outcomes.

RESPONSIBILITIES

• Lead the development and embedding of a customer experience strategy for Savings, ensuring good customer outcomes are central to business priorities, decision-making and change activity.
• Work closely with the Customer Experience Lead to ensure customer experience activity is clearly prioritised, insight-led and aligned to the wider Savings strategy.
• Oversee the identification, assessment and prioritisation of customer journey improvements, using MI, customer feedback, complaints, risk incidents and Voice of the Customer insight.
• Ensure end-to-end customer journeys are well understood, documented, monitored and optimised across acquisition, retention and in-life servicing.
• Ensure NPS, CSAT and other customer experience measures are analysed, interpreted and translated into clear recommendations and action plans.
• Oversee the development and ongoing improvement of customer insight and reporting, ensuring outputs are clear, actionable and used to inform business decisions.
• Lead the use of customer data and insight to identify trends, pain points, root causes and opportunities for customer journey improvement.
• Oversee customer sampling activity across calls, emails, letters and secure messages, ensuring findings are used to support customer experience improvements and appropriate remediation where required.
• Monitor developments in customer experience measurement, digital journeys, servicing channels and customer expectations, assessing relevance for the Savings business.
• Investigate new approaches, tools or technologies that could improve customer journeys, customer understanding or customer outcomes.
• Build and maintain strong relationships across Savings and the wider Bank, working collaboratively with Product, Operations, Digital, Marketing, Risk, Compliance and other relevant teams.
• Influence stakeholders at all levels to ensure customer experience considerations are embedded into plans, decisions and change activity.
• Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Proven recent experience within Retail Financial Services, ideally within customer experience, proposition development, change, operational excellence or customer-focused transformation.
• Strong understanding of good customer outcomes, Consumer Duty and customer-focused decision-making within a regulated environment.
• Experience using customer insight, MI, complaints data, risk events and customer feedback to identify trends, develop recommendations and influence change.
• Highly developed communication and presentation skills, with the ability to present insight and recommendations clearly to senior stakeholders.
• Ability to translate complex information into clear, concise and actionable outputs.
• Strong stakeholder management and influencing skills, with the confidence to constructively challenge and build trusted relationships across teams.
• Highly organised, with excellent time management and the ability to prioritise multiple workstreams effectively.
• Ability to think strategically while maintaining attention to delivery, governance and customer outcomes.
• Knowledge of savings and/or consumer banking products.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Experience of working with Voice of the Customer platforms, customer insight tools or customer journey mapping.
• Experience of developing or enhancing customer experience MI, dashboards or governance reporting.
• Experience of risk management, conduct risk or operational planning.
• Experience of delivering strategic change in a financial services environment.
• Knowledge of the FCA’s Banking: Conduct of Business Sourcebook.

Experience using digital analytics tools, such as GA4, Contentsquare or QualtricsWe are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at [e-mail] or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/s/careers

To find out more about life at Close Brothers: https://www.closebrothers.com/s/careers/life-at-close-brothers#374017299-899295541

To find out more about our benefits: https://www.closebrothers.com/s/careers/life-at-close-brothers/benefits

To find out more about our commitment to creating an inclusive environment: https://www.closebrothers.com/s/careers/diversity-and-inclusion