Head of Service and Insight ??? Doncaster

09 Nov 2016
02 Dec 2016
Contract Type
Full Time
Our Client, a FTSE 250 listed company within the Finance and Banking Sector is currently seeking a Service and Insight Expert to join their team on a full time, permanent basis. The suitable candidate will be responsible for complete ownership of the end to end customer journey, implementing key strategy to deliver brand experience and determine revenue growth.
The ideal candidate will engage successfully with various stakeholders, keeping key contacts fully informed and engaged. Other responsibilities include the research and analysis of data to drive action and create an overall positive customer experience whilst measuring it consistently.
Duties and Responsibilities include:
• Leading and drive a culture of customer excellence
• Developing a captivating customer experience vision and strategy which can be replicated across all channels
• Understanding the current customer experience across the business and building a gap analysis
• Utilising customer insight data to develop and implement a strategic and tactical plan
• Translating the customer experience vision and strategy into tangible, sustainable actions to improve experience, service and quality
• Acting as a Customer Champion, developing a stronger "customer experience" mind set and culture within the business.
• Working across departments to drive a coordinated experience
• Encouraging, recognising and rewarding the contribution of new ideas at every level
• Developing measurable objectives and KPIs to present to key stakeholders
• Seeking best proactively and implementing improvements consistently and with pace
• Gaining insight into customer trends and demographic shifts that may impact the business model
• Developing customer relationships through regular contact with customers
• Developing one channel customer proposition
• Driving high customer satisfaction scores
• Ensuring that all governance and compliance requirements are adhered to.

Skills and experience:
• Ideally Degree level educated
• Proven experience of working within the financial services sector ideal
• Strong analytical ability
• Ability to demonstrate best practice in customer experience, insight and intimacy
• Experience of working through intermediaries
• Ability to evidence shifting a business culture to a customer focus
• Experience of managing process change improvements
• Ability to manage and lead projects in line with business objectives
• Ability to build strong working relationships with key stakeholders across the business
• A proven track record of making complex business decisions, considering risks and implications

This is an exciting opportunity to join a dynamic company working at the forefront of their industry. If you feel this could the right opportunity for you apply now, alternatively for more information call us on (Apply online only)

More jobs like this