Head of Customer Experience

Posted 1 day 21 hours ago by Hollybank Trustees Ltd

£125,000 - £150,000 Annual
Permanent
Full Time
Other
Cambridgeshire, Cambridge, United Kingdom, CB1 0
Job Description

Location: Hybrid / Cambridge, UK
job type: Permanent / Full-time
Sector and subsector: Banking & Financial Services Banking
AnnualFixed Salary:£ 80000.00

Step into a role where you can shape the future of customer experience across every channel. As Head of Customer Experience, you'll lead a team of around 60 people and champion a customer centric culture that delivers excellence across our branches, digital channels and contact centre. You'll be the voice of the customer, using insight and innovation to improve outcomes, meet expectations and support our retail funding ambitions. With responsibility for team development, commercial performance and the evolution of our multi channel experience, this is a unique opportunity to influence strategy while making a real difference to our members and community. If you're a tenacious, people focused leader with strong financial services experience, we'd love to hear from you.

Clickhere to view the job description to find out more and apply today.

Clickhere to view The Society Benefits.

Day-to-day responsibilities
  • Lead and develop the Customer Experience team, fostering a high performance, customer centric culture
  • Ensure consistently excellent service across all channels by championing CX principles, resolving pain points, and optimising processes and technology
  • Act as the 'voice of the customer', driving improvements and influencing change to enhance customer outcomes and commercial value
  • Deliver retail funding and savings targets, collaborating with key leaders to improve acquisition, retention and overall customer engagement
  • Oversee policy, compliance, risk and training within the CE function, ensuring strong governance and a high performing, well resourced department
Salary and working hours

Starting salary £80,000.00 per annum

Monday to Friday 8:45am - 5:00pm (36.25 hours per week)

Hybrid working, with regular attendance at all of our branches

Come and join a thriving independent mutual, where your contribution will help our customers.