- London, London, United Kingdom
- Hybrid
- Full-time · Mid
The Customer Experience Manager is responsible for managing and improving customer journeys across the customer lifecycle, ensuring customers receive clear, effective and compliant experiences at every interaction.
Responsibilities
- Mapping, documenting and managing customer journeys across key customer interactions and touchpoints.
- Identifying and delivering customer experience improvements using feedback from Customer Outcomes, Service & Operations and other insight sources.
- Developing lifecycle communication briefs and identifying opportunities to improve customer engagement, retention and commercial performance.
- Managing customer journey communications (e.g. emails, webpages, scripts), including design, copywriting, editing and optimisation across purchase, service, and claims journeys.
- Managing customer-facing product webpages, ensuring content remains accurate, effective and aligned to customer needs.
Requirements
- Nice to have: Experience in B2C financial services
- Nice to have: Understanding of Consumer Duty principles
- Nice to have: Understanding vulnerable customer considerations