CX Manager – Banking / Investment (NPAF-CXManager) City of London, England

Salary: GBP310 - GBP415 per day
CX Manager – Banking / Investment

My client within the financial services sector requires a CV Manager to join on a 6 months contract in London paying £310-415/day (via umbrella).

The CX manager plays a key role in driving improvements to support the client experience. They work closely with the Product, Technology and Operations teams to ensure that changes to our change roadmap and our processes will be fit for purpose and aim at client’s satisfaction. The CX manager will ensure the voice of the client is heard and properly taken into account in everything we do.

A self-starter, the ideal candidate will be confident working on their own, but will have support from SMEs and client facing teams who are committed to continue delivering first rate services on behalf of our clients.

Responsibilities:
• Supports the business in defining and shaping the roadmap to deliver a market-leading customer experience
• Works closely with the insights team to provide needs based insight and customer testing

Skills required for the role:
• Experience in B2B Financial Services institution
• Proven understanding of customer insights
• Ability to present concepts clearly
• Happy to work separately and take ownership
• Confident communicator
• Able to influence at senior level to drive improvement
• Ability to think innovatively and to shape and communicate new concepts
• Strong analytical skills - with the ability to present a well-reasoned business case
• Familiar with industry standard CX metrics such as NPS, CSAT and CES’ methodology
• 8-10 years of related experience preferred; experience in the securities or financial services industry is preferred
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