
Client Experience Leader
19 hours ago
This is a role that requires 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.
Key Responsibilities- 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.
- Manage monthly and annual external customer satisfaction and advocacy surveys (e.g. CSS, NPS) including result analysis & communication.
- Gather and analyze data and market research to provide valuable insights into consumer behaviors and client journeys.
- Work with key stakeholders and business partners to develop effective action plans on research findings.
- Develop and drive an effective mystery shopping programme to improve key channels services.
- Support implementation of survey-related process improvement initiatives/projects.
- Drive a cohesive vision across various stages of CX Design.
- Deep understanding of customer experience principles and best practices.
- Strong organizational and time management skills.
- Strong analytical skills and business acumen.
- Excellent verbal and written communication skills.
- Experience in conducting quality assurance checks and performance reviews to maintain high standards.
- Stakeholder management.
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.
- Time-off including annual leave, parental/maternity leave and volunteering leave.
- Flexible working options based around home and office locations.
- Proactive wellbeing support through Unmind and development courses for resilience.
We are an inclusive and values-driven organization that embraces and celebrates our unique diversity. Everyone feels respected and can realize their full potential.
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Manager - Client Experience & Insights
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Client Experience Manager
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6 days ago
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