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Customer Experience Manager

Sopra Banking Software
Job LocationBristol
EducationNot Mentioned
Salary£55,000 - £60,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

The Customer Experience Manager will play a pivotal role in shaping and executing the business unit’s customer experience strategy. The ideal candidate should be passionate about delivering exceptional customer service and be dedicated to continuously improvingand innovating the overall customer journey. Focussed on managing initiatives that enhance customer satisfaction, retention, and loyalty.What will the role involve

  • Developing and implementing a comprehensive customer experience strategy that aligns with the companys objectives and values.
  • Overseeing all aspects of the customer journey, ensuring a consistent and exceptional experience at every interaction point.
  • Analysing customer feedback, behaviour, and trends to identify areas for improvement and implement strategies to enhance the overall customer experience.
  • Leading a virtual multi-disciplinary team to ensure high-quality service delivery and maintain a customer-centric culture.
  • Collaborating with cross-functional teams such as marketing, sales, and product development to optimize customer touchpoints and enhance customer satisfaction.
  • Establishing and monitor key performance indicators (KPIs) to track the effectiveness of customer experience initiatives and regularly report on progress to senior management.
  • Implementing tools, technologies, and processes to streamline customer interactions and improve efficiency while maintaining a high level of service.
  • Handling escalated customer issues and provide effective resolutions in a timely and professional manner.
  • Staying updated on industry best practices and emerging trends in customer experience to continuously improve strategies and maintain a competitive edge.
ProfileWhat are we looking for
  • Proven experience 3 years in a customer experience management or related role, preferably in a similar industry.
  • Strong leadership and team management skills, with a proven ability to motivate and develop a high-performing team without necessarily having line management responsibility.
  • Exceptional communication and interpersonal skills, with the ability to collaborate with various teams and levels of the organization.
  • Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions to enhance the customer experience.
  • Experience in implementing and managing customer experience technologies and tools (CRM systems, feedback platforms, etc.).
  • A customer-centric approach with a keen understanding of customer needs and behaviours.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
OfferSopra Banking Software are a certified Great Place to Work!We offer a flexible, hybrid working model of 2 days in office and 3 days working from home. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working.By joining the Sopra Banking Software team you will enjoy a market competitive salary of £55,000-£60,000 and our excellent rewards and benefits schemes including 25 days holiday with an option to buy up to 5 more, a 6% employer pension contribution, a buyone get one free employee share scheme, private medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department.

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