Manager - Client Experience & Insights

This role will be responsible for leveraging business insights, quality assurance, and customer feedback analysis to drive impactful improvements. Key responsibilities include data visualization, process optimization, and cross-functional collaboration to enhance business strategies and client experiences. As a client-obsessed leader, you will oversee CX labs and researchers, spearheading multiple projects to deliver exceptional user experiences based on the Voice of Customer.

1. Co-create and research user flows, wireframes, designs, journey maps, and execution metrics using your own CX depth and delivery experience to assess risks and continuously raise the bar across all CX dimensions.
2. Manage monthly and annual external customer satisfaction and advocacy surveys (e.g. CSS, NPS, FTR/OHS) including result analysis & communication.
3. Responsible for gathering and analyzing data and market research to provide valuable insights into consumer behaviors and client journeys.
4. Work with key stakeholders and business partners to develop effective action plans on research findings.
5. Develop and drive an effective mystery shopping programme to improve key channels services.
6. Support implementation of survey-related process improvement initiatives/projects.
7. History of inspiring, building and driving a cohesive vision across the various stages of CX Design.
8. Develop and drive cross-channel client experience programmes and projects – key initiatives to improve client experience.
9. Develop and drive a cross-channel service recognition & engagement programme.
10. Develop & monitor a holistic client experience dashboard to provide comprehensive insight into cross-channel client feedback and areas for improvement.

1. Deep understanding of customer experience principles and best practices.
2. Strong organizational and time management skills.
3. Strong analytical skills and business acumen.
4. Excellent verbal and written communication skills.
5. Experience in conducting quality assurance checks and performance reviews to maintain high standards.
6. Stakeholder management.
7. Proficiency in Excel, Power BI, Tableau.
8. 3-5 years of experience in business insights, quality assurance, customer feedback analysis, and process improvement in industries like banking, retail, or telecommunications, with strong skills in data visualization and cross-functional collaboration.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge, and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good, are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do.
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well.
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values-driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.