Salary: £80,000 Location: South East England,West Sussex Job Type: Permanent

Are you a CX professional in financial services looking for your next step? Great opportunity to set up the CX function.


A leading financial services company based in Crawley who deliver simple financial products at great value for workers across the UK. Ideally, you will be able to work in the Crawley office two days a week (post Covid).


The Senior Customer Experience Lead will:
- develop and monitor the success of customer experience strategies and associated roadmaps to improve the customer experience and increase sales
- these strategies are across all customer groups (members, employers and advisers) and products
- define customer segmentation and 'moments of truth' in order to development strategies
- establish and seek approval for roadmap of enhancements informed by research, analysis and feedback from customers and other teams
- ensure customer experience plans are aligned with propositional positioning and roadmap and aligned with the wider business strategy and priorities
- act as 'product owner' working collaboratively in cross functional delivery teams (including UX and Marketing) on iterative improvements to the customer experience
- monitor delivery of the roadmap and establish metrics to measure performance and the impact of the enhancements being delivered
- potentially some line management responsibilities of 1-2 people


The successful Senior Customer Experience Lead:
- proven background in customer experience marketing communications
- financial services background essential (not essential in pensions though)
- ideally degree level education
- experience of helping to set up new teams helpful (the Customer Experience function is essentially new)
- flexible person, happy to get 'hands dirty' given small team

Apply now!