Job Summary
We are delighted to be assisting a key strategic partner with the recruitment of a new Chief Customer Officer for a leading financial services company based in London. Our client is a prominent name in the financial sector, known for its innovative solutions and commitment to delivering exceptional customer experiences. As they continue to expand their reach and enhance their service offerings, they are seeking a visionary Chief Customer Officer to lead their customer experience strategy and drive customer-centric initiatives.
Key Roles:
- Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy that aligns with the company’s business objectives and enhances overall customer satisfaction and loyalty.
- Leadership and Team Development: Lead and inspire the customer service and experience teams, fostering a culture of excellence and ensuring the team is equipped to deliver high-quality customer interactions.
- Customer Insights and Analytics: Utilise customer insights and data analytics to understand customer needs, preferences, and behaviours, and leverage this information to drive strategic decisions and improvements.
- Cross-Functional Collaboration: Collaborate with other departments, including marketing, sales, and product development, to ensure a consistent and integrated approach to customer experience across the organisation.
- Strategic Improvement Initiatives: Identify and implement initiatives to continuously improve the customer journey and address any service gaps or issues.
Key Responsibilities:
- Design and Implement Customer Experience Strategy: Formulate a robust customer experience strategy that aligns with the company’s strategic goals. Develop actionable plans to enhance the customer journey and ensure a seamless and satisfying experience.
- Lead and Manage Customer Experience Teams: Recruit, train, and lead customer service and experience teams. Set clear performance expectations, provide ongoing coaching, and foster a customer-focused culture.
- Analyse Customer Data and Insights: Gather and analyse customer feedback, metrics, and trends to gain insights into customer needs and behaviours. Use this data to drive improvements and inform strategic decisions.
- Drive Cross-Departmental Collaboration: Work closely with marketing, sales, and product teams to ensure that customer experience initiatives are integrated and consistent across all touchpoints. Facilitate collaboration to enhance the overall customer journey.
- Implement Continuous Improvement Measures: Identify opportunities for process improvements and service enhancements. Develop and implement strategies to address customer pain points and elevate the overall quality of customer interactions.
Key Skills and Experience:
- Extensive experience in a senior customer experience role, ideally as Chief Customer Officer or similar, within the financial services industry or a related sector.
- Proven track record in developing and implementing successful customer experience strategies that drive customer satisfaction and loyalty.
- Strong leadership and team management skills, with the ability to inspire and guide teams to deliver exceptional customer service.
- Expertise in utilising customer insights and data analytics to drive strategic improvements and decision-making.
- Excellent interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and influence senior stakeholders.
Job Types: Full-time, Permanent
Pay: £125,000.00 per year
Additional pay:
- Bonus scheme
- Performance bonus
Benefits:
- Employee stock purchase plan
- Paid volunteer time
- Private dental insurance
- Private medical insurance
Schedule:
Work Location: In person
Reference ID: pp1104
#J-18808-Ljbffr