Customer Experience Manager required for leading Financial Services Group based in Dublin City Centre.

This is an initial 18 month fixed term, specific purpose project role but may turn into a longer term opportunity.

Joining a team of four, reporting directly into the Head of Customer Experience with one direct report the successful applicant will take ownership for the development and implementation of customer strategy for a newly onboarded customer base.

Day to day duties include

• Develop and define the overall Customer Strategy
• Responsible for developing the programme’s customer measurement framework
• Lead cross-functional teams to ensure delivery of customer insight led experiences, propositions and initiatives
• Manage engagement from all relevant cross-functional teams (Finance, Marketing, Procurement, Technology, Retail Banking, Risk, Digital, Legal & Regulatory Compliance etc)
• Develop highly motivated project teams to define and deliver the customer experience and proposition development
• Responsible for annual/quarterly budgeting and forecasting activity across the customer
• base
• Manage customer on-boarding and work with 3rd parties and internal partners to deliver actionable
• insights, develop customer and market segmentation models
• Develop policies, processes, and procedures, interpret legislation and regulatory requirements, develop, review and contribute to codes of practice

Requirements

• Third level business / marketing or similar degree
• 6 years plus experience in Customer Experience, Base Management or Client Services
• Proven track record in project management
• Prior leadership experience
• Experience in working with and delivery too senior stakeholders
• Strong influencing and relationship building skills

For more information on this newly created role please contact Eimear in Alternatives at ewalsh@alternatives.ie