Customer Experience Development Manager

London  ‐ Onsite
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Keywords

Description

Customer Experience Development Manager

Banking client in London require a Customer Experience Development Manager to work for them on a 3 months contract in London paying £450/day.

You will be responsible for supporting the development and implementation of the bank's digital customer experience strategy, focusing on customer-centricity as well as growing and retaining profitable customer relationships.

Key Responsibilities:
*Understand changes in customer behaviour resulting from digital innovation in other industries and start-ups in financial services and transferring these to the bank's digital banking.
*Support the development of a customer life-stage framework for identifying customer groups with different levels of digital maturity and engagement with the bank as well as defining KPIs and reports focussed on the most important opportunities.
*Support the definition and delivery of the customer enabling roadmap, including Responsive Web Design, Campaign offers and Real Time offers.

What does the role holder need to have done before?
*Had responsibility for customers and the customer experience in a large scale consumer business.
*Experience of working in large scale, secure online businesses in multi-channel environments.
*Knowledge of online and mobile business, digital banking and systems, and their impact on the customer experience. Demonstrates a strong operational knowledge and understanding, gained in a digital business.
*Experience within large organisations with direct responsibility for turning an idea into a profitable finished product through assertive risk taking and innovation.
*Change management experience, supporting the delivery of a new vision and changes through an evolving environment.

What does the role holder need to know/know about and/or be qualified in?
*Clear understanding of the Digital environment and an operational understanding across channels.
*A background in digital customer proposition development and customer experience preferred.
*Knowledge of Business Disciplines (eg Sales, Marketing, Finance, Operations, IT).
*The economic, market and customer trends affecting the business.
*Deep knowledge of the retailing industry/retail financial services from a digital perspective.
Internal and external benchmarking practices.

Please note the manager would like to see evidence of the following in CVs in order to be considered for interview:
*User experience/Information architecture (UX/IA)
*Web analytics (ideally Adobe Site Catalyst or Ad Hoc, but happy with any web analytics package experience)
*Analytical skills

Equally, the HM am very interested in only reviewing CVs whereby the candidate can evidence the impact of their work, ie increased revenue by X, reduce call volumes by Y, increased conversion by Z.

Please send CV for immediate review

Start date
ASAP
Duration
3 months
From
Gibbs S3 Limited
Published at
26.02.2015
Project ID:
858747
Contract type
Freelance
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