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Senior Customer Experience (CX) Manager, Newcastle upon Tyne
Location: Newcastle upon Tyne, United Kingdom
Job Category: Banking
EU work permit required: Yes
Job Reference:
16152_1752862141
Job Views:
20
Posted:
18.07.2025
Expiry Date:
01.09.2025
Job Description:
Our client, a reputable financial services firm, is seeking an experienced Client Experience (CX) Manager to join their team in the North East of England on a permanent basis. You will support and manage the delivery of key CX initiatives to drive operational efficiency and improve client satisfaction and retention metrics.
Essential Skills/Experience:
* Strong experience delivering CX or service transformation projects within regulated sectors such as financial services, fintech, or professional services.
* Expertise in customer journey mapping, process redesign, or service blueprinting with demonstrated ROI.
* Confidence in using CX platforms and tools for analytics and performance tracking (desirable).
* Experience influencing senior stakeholders and presenting insight-driven recommendations.
* A collaborative mindset with the ability to work across functions and inspire change.
Core Responsibilities:
* Lead strategic CX projects to deliver client-centric initiatives that improve satisfaction, retention, and performance.
* Translate insights into actionable service improvements based on feedback and sentiment data.
* Lead client journey mapping projects to identify cost-saving and revenue-generating opportunities.
* Oversee sentiment analysis and Voice of Customer programs to reduce churn and increase client lifetime value.
* Design and improve client journeys in collaboration with UX and development teams.
* Own CX performance metrics and report on business impact.
* Champion a CX culture across departments to embed client-centricity in the organization.
Benefits:
* Competitive salary
* Wider benefits package
Core-Asset Consulting is an equal opportunities employer. We welcome applications from all backgrounds.
Applicants must be eligible to work in the UK.
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