CX Operations Lead- Nutmeg

TN United Kingdom; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a CX Operations Lead to enhance customer experience through effective design processes. This role involves collaborating with UX designers, writers, and product managers to ensure the delivery of customer-centric products. You will lead operational processes, manage stakeholder relationships, and create efficient workflows for the design team. Join a dynamic environment that values innovation and teamwork, where your contributions will directly impact the success of diverse investment products and services. If you're passionate about design and customer experience, this opportunity is perfect for you.

Qualifications

• 4+ years experience in design or CX operations roles.
• Strong understanding of multidisciplinary design processes.

Responsibilities

• Lead operational processes to maximize customer-centric design.
• Manage stakeholders and resolve issues affecting design quality.

Skills

Customer-Centric Design

Stakeholder Management

Design Operations

Communication Skills

Problem Solving

Education

Bachelor's Degree in Design or Related Field

Tools

Atlassian Suite (Jira & Confluence)

Job description

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Nutmeg is the UK’s largest truly digital wealth manager, offering clarity and transparency to both seasoned and first-time investors as they seek to achieve their financial goals. Nutmeg now manages over £7bn on behalf of over 250,000 clients who have sought the powerful combination of an easy-to-use, adaptable investment service and market-leading human advice. Nutmeg is a . Morgan company offering investments and digital wealth management services direct to consumers, complementing Chase’s digital bank in the UK.

Job Summary:

Customer experience (CX) and customer focus is key to our success, past, present and future. Our CX team is growing and we are now looking for a new role to join us, a CX Operations Lead, to help us grow, optimise our design, content and research activities.

In this role, you will be working alongside UX designers, writers and researchers, as well as interacting with product managers and engineers committed to producing customer-led products and services. This role requires a deep understanding of product design processes, tools, content and toolkits. You will focus on introducing efficiency, consistency, and quality in core areas of CX operations like managing processes and logistics across multiple areas of CX.

You will play a vital role in creating useful, straightforward, and empowering products for our clients, through providing support and facilitation for the designers, writers and researchers. You will work with stakeholders across different functions and have an impact at all stages of design and product development.

This role is focused in the Nutmeg investments business, in the UK. This covers a variety of different investment products and services.

Responsibilities include:

• Lead our operational processes and delivery to maximise the impact and value of customer-centric design thinking
• Run design operations, responding to and resolving questions, issues, and business problems to help the capability run efficiently
• Manage stakeholders and proactively solve issues affecting design/content quality
• Create and introduce processes and structure for the design team to flourish
• Facilitating opportunities to drive progress against goals and objectives, and establishing clear next steps and owners, and resolving blocks that impede progress
• Collaborate across all disciplines in the business ensuring efficient communication
• Proactively assessing risk, raising flags, and resolving issues before they become problems for the larger team
• Help hire and onboard new design team members
• Manage the software tools and administration for the CX team
• Support with logistics and planning for content events (webinars, video and photo shoots)
• Be an advocate for the customer and foster a shared understanding of customer centric design in the organisation.
  
  

Required qualifications, capabilities, and skills

• 4+ years hands on experience in roles as design or CX operations lead or manager, digital producer, supporting design teams.
• Excellent communication and interpersonal skills with stakeholders at all levels
• Capacity to oversee and efficiently manage design planning and deliverables across the business
• Experience establishing internal standards and processes to improve cross-functional work and prioritisation
• Strong understanding of multidisciplinary design processes, design systems and tools
• Passionate about creating customer-centric design
• Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment
• Experience working in partnership with senior stakeholders
• Ability to synthesize complex, interdependent, and sometimes competing needs
• Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment
• Experience in the Atlassian suite of software (Jira & Confluence) is desirable