Customer Experience Manager x2

SUMMARY:
Customer Experience Manager

POSITION INFO:
Job Purpose:
Our client is seeking a highly skilled Digital Channels Service Manager to lead and oversee their Digital Channels service environment. The role focuses on ensuring system availability, operational integrity, and exceptional customer service delivery. You will work closely with internal teams and external service providers to maintain, enhance, and grow their self-service digital channels.
Key Responsibilities:

1. Service Management:
   
   • Monitor customer service levels and facilitate quick restoration of services when needed.
   • Coordinate resources and stakeholders to maintain optimal system availability and channel integrity.
   • Ensure service levels align with customer needs and exceed expectations.
2. People Management:
   
   • Lead, inspire, and manage a high-performing team.
   • Drive recruitment, development, and retention strategies to meet business needs.
   • Foster a culture of learning, collaboration, and continuous improvement.
3. Operational Efficiency:
   
   • Analyse and act on customer feedback to enhance service levels.
   • Manage work requests, incident reports, and system updates efficiently.
   • Ensure compliance with internet governance policies and organizational standards.
4. Customer Complaints & Query Management:
   
   • Investigate and resolve escalated customer complaints.
   • Deliver timely feedback and maintain high customer satisfaction on escalated queries.
5. Project Management & Support:
   
   • Collaborate with IT and business teams for effective capacity planning and system performance reviews.
   • Oversee implementation of service improvement initiatives and lead system enhancements projects.
6. Business Release Management:
   
   • Partner with business release teams to ensure seamless deployment of new features.
   • Provide technical insights and analyse the impact of changes on the data environment.

• A 3-year degree in Business Management, Project Management, or an Information Technology-related field.

• 5-7 years in Customer Experience, Service Management, IT, Business Analysis, or Project Management.
• Minimum of 2 years in Financial Services/Banking.
• Hands-on experience in Digital Banking channel support, systems, processes, and architecture.

• Strong leadership and people management skills.
• Exceptional problem-solving and analytical abilities.
• Proficiency in project management and digital systems.
• Excellent communication and stakeholder management.

• Be part of a team committed to delivering world-class digital banking services.
• Shape the future of customer experience in a dynamic and innovative environment.
• Enjoy opportunities for growth and development in a leading financial institution.