Customer Experience Manager

What You’ll Be Doing

• Review and improve end to end client journeys
• Identify gaps, risks, and friction points using data, feedback, and MI
• Drive improvements aligned to Consumer Duty and client outcomes
• Act as the voice of the client across projects and operations
• Support testing of communications, processes, and accessibility
• Work across teams to implement and embed change

What We’re Looking For

You do not need to have done this exact role before.

But you will have experience across some of the following:

• Regulated financial services such as wealth or investment, as well as identify vulnerable clients
• FCA frameworks such as Consumer Duty, TCF, COBS, or PROD
• Process improvement, change, testing, or operational development
• Using data, MI, or KPIs to support decision making

Most importantly, you will be able to:

• See where things do not work for clients
• Improve it
• Bring others with you

Important

This role is focused on client outcomes and process improvement.

It is not:

• IT Account Management
• Pure relationship management

Why Apply?

• Opportunity to shape a newly created role
• Direct exposure to senior leadership
• Real influence on how client outcomes are delivered
• Strong long term development
• Salary of up to £50k
• Private medical insurance
• Employee Assistance Programme
• Travel loans and cycle to work scheme
• Reward and recognition programmes
• Group life assurance
• Generous family leave entitlements

Summary

If you understand how client journeys work and how to improve them, this is an opportunity to step into a role where you can have real impact.

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