Senior Customer Experience Strategy Manager
Responsibilities
* Continuously evolve the end state by actively scanning the horizon to understand potential threats, competitor activity, and the evolving needs of our customers.
* Monitor and maintain the effectiveness of the customer complaint experience using data, insight, and critical thinking to identify opportunities for continual improvement.
* Lead the team to deliver experiments and changes to ways of working; identify, test, and land improvements that move us toward the target end state.
* Own the complaints communication landscape, ensuring communications are complaint‑compliant and colleagues have the right tools to write brilliant letters.
* Support the operation during high‑impact events, innovating and creating new ways of working to expedite customer outcomes.
* Build and maintain key relationships with partners across the business.
Qualifications
* Ability to balance customer, commercial, colleague, and control considerations within the development and delivery of the strategy.
* Experience in operationalising AI use cases.
* Strong analytical skills and problem‑solving techniques.
* Excellent communication skills and ability to tell complex stories in an engaging way.
* Experience of collaborating and influencing stakeholders.
* Knowledge of complaint handling processes and regulations is desired but not essential.
Work Pattern
Our work style is hybrid: spend at least two days per week, or 40% of your time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments in line with our Flexibility Works policy.
EEO Statement
We are a Disability Confident Leader and guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‑term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Let us know what you need.
Benefits
* A generous pension contribution of up to 15%
* An annual performance‑related bonus
* Share schemes including free shares
* Benefits you can adapt to your lifestyle, such as discounted shopping
* 30 days holiday, plus bank holidays
* A range of wellbeing initiatives and generous parental leave policies
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