Senior Customer Experience Manager - 12-month FTC

Job description

In a nutshell

The Senior Customer Experience Manager plays a key role in ensuring customers remain informed, engaged and that good customer outcomes are maintained through transformation. Working as part of a team of communications and customer outcomes professionals, they will manage the development and delivery of the customer communications plan and strategy, the design of customer journeys and in the delivery of effective customer communications. They will deliver Customer Outcomes reporting, providing insights and highlighting areas of potential customer detriment to the Head of Customer Experience and Transformation. The role holder will work with stakeholders to champion awareness of the Consumer Duty and good customer outcomes is maintained across the organisation. 
 

What you need to do

• Support the design and implementation of the Customer Communications plan for all customer communications through the transformation, determining optimal timings, contact strategies and customer journeys, based upon the information needs of target audiences and the strategic goals of the organisation.
• Deliver clear, accurate and effective customer communications through transformation, ensuring communications align to brand values and comply with all regulatory rules and guidance, including the Consumer Duty.
• Track and assess the effectiveness of customer communications and contact strategies using available MI and customer feedback, recommending improvements to maximise effectiveness.
• Provide advice, support, and challenge to stakeholders in relation to customer outcomes and the Consumer Duty, highlighting areas of potential customer harm and recommending solutions and remedial actions where appropriate.
• Manage the delivery of customer outcomes reporting aligned to the Consumer Duty using relevant MI to track, assess and report on the delivery of good customer outcomes, identifying and highlighting areas of potential customer harm, and assessing the adequacy and appropriateness of actions taken. Escalate potential concerns to the Head of Customer Experience and Transformation. 
• Manage the strategy for the identification and treatment of vulnerable customers, ensuring that good customer outcomes are consistently delivered and that appropriate support available, highlighting areas of concern and proposing actions to address.
• Build and maintain stakeholder relationships across the organisation ensuring that colleagues clearly understand roles, responsibilities, and accountabilities in relation to customer communications planning and execution, and in the delivery of good customer outcomes.

What you need to know

To operate at the specified level of and fulfil expectations, the position holder will need an understanding of the environment in which SBAFS operates (economic, banking industry, regulatory, and organisational). Ability to challenge colleagues in a collaborative and constructive manner, have the courage to pose questions to ensure the right, fact-based decisions are made, and be able to represent/understand the perspective of stakeholders.

In addition, the following experience and skills are required: -

• Experience of retail banking/consumer credit financial service environment.
• Experience of projects within a financial services environment.
• Understanding of Operational and Conduct Risk, including Consumer Duty.
• Understanding of UK regulations and legislation for Financial Services.,
• Experience in implementing successful customer communication strategies. 
• Experience in writing effective and compliant customer communications.
• Experience in line management and ability to develop high performing teams 
• Understanding of customer data analytics tools used for selection in customer communications and in tracking the effectiveness of contact strategies.
• Experience in the design of customer journey maps and contact strategies.
• Ability to provide verbal and written communications to present presents findings and recommendations to stakeholders and committees. 
• Experience in interpreting qualitative and quantitative information e.g. customer outcomes MI, customer feedback and colleague insight. 
• Understand, analyse, and translate qualitative and quantitative analysis into communication, actions, and recommendations. 

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them: Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 30% of salary, depending on how we perform. Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private heathcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme. Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave. Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibiity criteria may apply)