In a nutshell
The Senior Customer Experience Manager plays a key role in ensuring customers remain informed, engaged and that good customer outcomes are maintained through transformation. Working as part of a team of communications and customer outcomes professionals, they will manage the development and delivery of the customer communications plan and strategy, the design of customer journeys and in the delivery of effective customer communications. They will deliver Customer Outcomes reporting, providing insights and highlighting areas of potential customer detriment to the Head of Customer Experience and Transformation. The role holder will work with stakeholders to champion awareness of the Consumer Duty and good customer outcomes is maintained across the organisation.
What you need to do Support the design and implementation of the Customer Communications plan for all customer communications through the transformation, determining optimal timings, contact strategies and customer journeys, based upon the information needs of target audiences and the strategic goals of the organisation. Deliver clear, accurate and effective customer communications through transformation, ensuring communications align to brand values and comply with all regulatory rules and guidance, including the Consumer Duty. Track and assess the effectiveness of customer communications and contact strategies using available MI and customer feedback, recommending improvements to maximise effectiveness. Provide advice, support, and challenge to stakeholders in relation to customer outcomes and the Consumer Duty, highlighting areas of potential customer harm and recommending solutions and remedial actions where appropriate. Manage the delivery of customer outcomes reporting aligned to the Consumer Duty using relevant MI to track, assess and report on the delivery of good customer outcomes, identifying and highlighting areas of potential customer harm, and assessing the adequacy and appropriateness of actions taken. Escalate potential concerns to the Head of Customer Experience and Transformation. Manage the strategy for the identification and treatment of vulnerable customers, ensuring that good customer outcomes are consistently delivered and that appropriate support available, highlighting areas of concern and proposing actions to address. Build and maintain stakeholder relationships across the organisation ensuring that colleagues clearly understand roles, responsibilities, and accountabilities in relation to customer communications planning and execution, and in the delivery of good customer outcomes. What you need to know To operate at the specified level of and fulfil expectations, the position holder will need an understanding of the environment in which SBAFS operates (economic, banking industry, regulatory, and organisational). Ability to challenge colleagues in a collaborative and constructive manner, have the courage to pose questions to ensure the right, fact-based decisions are made, and be able to represent/understand the perspective of stakeholders. In addition, the following experience and skills are required: Experience of retail banking/consumer credit financial service environment. Experience of projects within a financial services environment. Understanding of Operational and Conduct Risk, including Consumer Duty. Understanding of UK regulations and legislation for Financial Services. Experience in implementing successful customer communication strategies. Experience in writing effective and compliant customer communications. Experience in line management and ability to develop high performing teams. Understanding of customer data analytics tools used for selection in customer communications and in tracking the effectiveness of contact strategies. Experience in the design of customer journey maps and contact strategies. Ability to provide verbal and written communications to present findings and recommendations to stakeholders and committees. Experience in interpreting qualitative and quantitative information e.g. customer outcomes MI, customer feedback and colleague insight. Understand, analyse, and translate qualitative and quantitative analysis into communication, actions, and recommendations.
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What you need to do Support the design and implementation of the Customer Communications plan for all customer communications through the transformation, determining optimal timings, contact strategies and customer journeys, based upon the information needs of target audiences and the strategic goals of the organisation. Deliver clear, accurate and effective customer communications through transformation, ensuring communications align to brand values and comply with all regulatory rules and guidance, including the Consumer Duty. Track and assess the effectiveness of customer communications and contact strategies using available MI and customer feedback, recommending improvements to maximise effectiveness. Provide advice, support, and challenge to stakeholders in relation to customer outcomes and the Consumer Duty, highlighting areas of potential customer harm and recommending solutions and remedial actions where appropriate. Manage the delivery of customer outcomes reporting aligned to the Consumer Duty using relevant MI to track, assess and report on the delivery of good customer outcomes, identifying and highlighting areas of potential customer harm, and assessing the adequacy and appropriateness of actions taken. Escalate potential concerns to the Head of Customer Experience and Transformation. Manage the strategy for the identification and treatment of vulnerable customers, ensuring that good customer outcomes are consistently delivered and that appropriate support available, highlighting areas of concern and proposing actions to address. Build and maintain stakeholder relationships across the organisation ensuring that colleagues clearly understand roles, responsibilities, and accountabilities in relation to customer communications planning and execution, and in the delivery of good customer outcomes. What you need to know To operate at the specified level of and fulfil expectations, the position holder will need an understanding of the environment in which SBAFS operates (economic, banking industry, regulatory, and organisational). Ability to challenge colleagues in a collaborative and constructive manner, have the courage to pose questions to ensure the right, fact-based decisions are made, and be able to represent/understand the perspective of stakeholders. In addition, the following experience and skills are required: Experience of retail banking/consumer credit financial service environment. Experience of projects within a financial services environment. Understanding of Operational and Conduct Risk, including Consumer Duty. Understanding of UK regulations and legislation for Financial Services. Experience in implementing successful customer communication strategies. Experience in writing effective and compliant customer communications. Experience in line management and ability to develop high performing teams. Understanding of customer data analytics tools used for selection in customer communications and in tracking the effectiveness of contact strategies. Experience in the design of customer journey maps and contact strategies. Ability to provide verbal and written communications to present findings and recommendations to stakeholders and committees. Experience in interpreting qualitative and quantitative information e.g. customer outcomes MI, customer feedback and colleague insight. Understand, analyse, and translate qualitative and quantitative analysis into communication, actions, and recommendations.
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