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Head of Customer Experience

Crawley, Sussex
Job Type
6 Sep 2022
B&CE have an exciting opportunity to join our growing team as a Head of Customer Journey. We are looking for an experienced and engaging individual to thrive in our fast-growing company. This role is a hybrid opportunity with the successful candidate working both at home and in the office. Main Purpose: The Head of CX is responsible for setting the organisation s strategy to drive engagement and interaction with members, employers and advisers in order to build a direct relationship post the initial sale, that increases retention, generates cross-sell opportunities and drives overall life-time value by creating a holistic focus on the customer: Translate the strategy and overarching cradle to grave customer journey into a roadmap of projects & initiatives with clear customer experience outcomes, measurements and targets, migrating from a project to a product delivery model (i.e. changes aren t made independently and in isolation, but considered as a whole and in the context of others) Develop and deliver a roadmap of change in order to create a digital-first organisation in terms of optimising the cost and efficiency of sales & service customer journeys and improving customer outcomes e.g. providing financial guidance & planning tools that help members achieve a better quality of life in retirement Help members consolidate all their pension savings into The People s Pension and migrate this into our pension income solutions when they retire reinforcing our positioning as a pension for life Strategically own and manage, as a product, the digital estate in terms of the customer facing interfaces and engagement platforms e.g. on-line accounts, service portals and the functionality contained within them overseeing and prioritising the change roadmap based on BAU needs and project requirements of both CX itself and other functions / stakeholders across the business. Develop on and off-line CX activities that overlay the core sales & service customer journey for in-house manufactured products (overseen by Product Management) and specifically drive loyalty, regular engagement and a positive perception of the brand Relationship manage third-party tech providers (delivering core digital functionality) and product partners (we outsource certain propositions to) Embed best practice user experience (UX) and customer-first design into all digital experiences, services and propositions Skills & Experience: Essential: Education: Degree educated (technical degree or equivalent experience) Experience: Proven track record in customer experience / digital product / digital strategy roles. Proven leadership experience Recent experience of working in the Financial Services industry Leadership of digital transformation initiatives Sound understanding of relevant technology tools / applications and technology trends. Proven ability to: Lead teams to deliver cutting edge digital services to engage customers Lead initiatives which improve customer satisfaction and commercial results Think strategically, crafting long term business plans Manage staff, teams and finances Make decisions based on analysis of relevant data and insight Ability to deal with complex issues and problems. Highly customer focused with ability to identify and articulate customer needs Strong negotiation and influencing skills to be deployed at all levels of the organisation Personal qualities: Dynamic can-do approach Results driven Strategic thinker and credible at senior level both internally and externally Articulate and confident at presenting strategy and plans at Board level Sound strategic business awareness Strong interpersonal and communication skills Innovative thinker and leader of change Self-motivated, self-disciplined, organised and resilient Influencer and polished communicator at all levels of business Strong leadership and motivational skills Ability to work autonomously Desirable: Relevant professional qualification Pension knowledge Our people are our strength so finding ways to value and reward them is important to us. That s why we offer an award-winning pension it s what we re good at plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of B&CE s employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career. This is subject to current government COVID guidelines B&CE is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at B&CE) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best "you
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  • Job Reference: 705451584-2
  • Date Posted: 6 September 2022
  • Recruiter: B&CE Holdings Ltd
    B&CE Holdings Ltd
  • Location: Crawley, Sussex
  • Salary: On Application
  • Sector: Accounting
  • Job Type: Permanent