CXOperationsLead-Nutmeg

Hispanic Alliance for Career Enhancement; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen CX Operations Lead, um das Design und die Kundenorientierung zu optimieren. In dieser Rolle arbeiten Sie eng mit Designern, Forschern und Produktmanagern zusammen, um effiziente Prozesse und qualitativ hochwertige Ergebnisse zu gewährleisten. Sie werden eine Schlüsselrolle dabei spielen, kundenorientierte Produkte zu schaffen und die Kommunikation zwischen verschiedenen Abteilungen zu fördern. Dies ist eine aufregende Gelegenheit, in einem dynamischen Umfeld zu arbeiten, in dem Ihre Beiträge einen direkten Einfluss auf die Kundenerfahrung haben werden.

Qualifications

• 4+ Jahre Erfahrung in Design oder CX-Operations.
• Exzellente Kommunikationsfähigkeiten auf allen Ebenen.
• Erfahrung in der Verwaltung von Designprozessen.

Responsibilities

• Leitung der operativen Prozesse zur Maximierung des Kundenwerts.
• Management von Stakeholdern und Lösung von Designproblemen.
• Einführung von Prozessen für das Designteam.

Skills

Kundenorientiertes Design

Projektmanagement

Kommunikationsfähigkeiten

Interdisziplinäre Zusammenarbeit

Designprozesse

Education

Bachelorabschluss oder gleichwertig

Tools

Atlassian Suite (Jira & Confluence)

Job description

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 J.P. 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 are 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 work alongside UX designers, writers, and researchers, as well as interact 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 by providing support and facilitation for designers, writers, and researchers. You will work with stakeholders across different functions and impact all stages of design and product development.

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

Responsibilities include:

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

Required qualifications, capabilities, and skills:

1. 4+ years of hands-on experience in roles such as design or CX operations lead or manager, digital producer supporting design teams.
2. Excellent communication and interpersonal skills with stakeholders at all levels.
3. Capacity to oversee and efficiently manage design planning and deliverables across the business.
4. Experience establishing internal standards and processes to improve cross-functional work and prioritisation.
5. Strong understanding of multidisciplinary design processes, design systems, and tools.
6. Passionate about creating customer-centric design.
7. Strong project management skills.
8. Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment.
9. Experience working in partnership with senior stakeholders.
10. Ability to synthesize complex, interdependent, and sometimes competing needs.
11. Experience in the Atlassian suite of software (Jira & Confluence) is desirable.

About the Team

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals, and institutional investors. Our approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength. The diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and value diversity and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other protected attribute. We also make reasonable accommodations for religious practices, mental health, or physical disabilities. Visit our FAQs for more information about requesting an accommodation.