We are looking for an Experience Lead to own the customer experience agenda. This role maps our journeys, sets the experience strategy, resolves the pain points customers keep raising, reviews the in-app experience, and standardises how customers are treated across the branch network.
Roles and Responsibilities
Proactive experience management: identifying friction and failure before customers report it.
Customer journey mapping across priority journeys, current state and target state.
Experience strategy and the prioritised experience improvement roadmap.
Resolution of the experience pain points affecting customers, driven with Product, Technology and Business Owners through to closure.
In-app experience reviews across new releases and existing flows.
Branch experience standardisation: standards, scorecards, assessments and consistency across locations.
Voice of Customer translated into named actions with owners and dates.
Monthly experience reviews with Business Owners, evidenced with specific customer cases.
The Customer Journey Experience Dashboard.
Management and development of the Experience Analyst.
Requirements
Strong background in customer journey mapping, experience design, and process improvement.
Proven ability to influence Product, Technology, and Business Owners without direct authority.
Strong CSAT, VOC, and customer insight analysis.
Comfortable with data and dashboards.
Branch or physical channel experience is an advantage.
Lean Six Sigma or service design is an advantage.