CX Manager - Commercial Banking
CX Manager - Commercial Banking
The contract is for 6 months.
The role is based in London (remote for now).
The client are a multinational banking and financial services corporation.
Role Overview
The client's Commercial Banking serves millions of businesses, providing commercial customers with a full range of banking providing local support and advice in over 60 countries and territories. The business helps connect customers to opportunities.
The role of CX Manager is a key position responsible for helping to lead and drive the implementation of the Customer Experience vision across CMB, whilst also growing our people and ways of working. This role provides an opportunity to work across cross-functional teams globally and to influence the direction of our business and senior leaders. In short, you can have a direct impact on shaping and delivering key experiences for millions of customers and thousands of colleagues around the world. This role will be reporting into the Customer Experience Director
In this role, you'll be responsible for:
- Leading of the planning, shaping and execution of critical customer experience workstreams, projects or initiatives;
- Advocate for customer and colleague needs and expectations across regional, business and global strategic initiative teams and projects;
- Influencing the future direction of key business initiatives using direct insights from customers and colleagues, and forming recommendations as a result;
- Proactively seeking, presenting and obtaining buy in for opportunities to improve the customer and colleague experience across CMB;
- Taking ownership of critical customer experience improvements to be delivered via our regional and business teams;
- Shaping and conducting research synthesis across multiple insight sources to structure hypotheses for key design questions
- Crafting end-to-end solutions with global, multi-disciplinary, cross-functional teams to deliver an iconic banking ecosystem,
- Embedding the global CMB CX Principles into the way CMB guides and governs all of the interactions with our customers
- Ensuring that the journeys, services and propositions we design and deliver to our end users are Desirable (for customers and colleagues) Viable (for CMB) and Feasible (for our delivery teams)
- Leading cross-functional teams in researching, generating and testing ideas, and incorporating customer feedback into solutions;
- Inspiring, role modelling and providing on-the-job coaching to the wider CMB team our Design Thinking mindset, tools and techniques, including facilitating and leading interactive Design Thinking sessions as a co-facilitator when required;
- Further generating awareness, interest and support for Customer Experience and Design Thinking across the business
To be successful in this role you should meet the following requirements:
- Proven experience in a senior customer experience role, particularly leading strategic customer experience projects in a complex organisation;
- Proven experience in a range of any of the following customer experience disciplines; customer research, customer journey ownership, customer proposition development, CX metrics, digital design, service design, product ownership, customer strategy
- An outstanding ability to think critically, with a real passion for solving complex problems, ensuring solutions are grounded in customer needs and are commercially viable
- A natural ability to quickly digest and understand complex information to help teams solve problems
- A unique ability to couple a deep empathy and understanding of the customer experience with the commercial, conduct and technology drivers of the organisation
- Experience as a manager/ leader is preferred;
- Strong experience understanding and changing customer behaviour;
- Execution orientated with an ability to leverage resources available to achieve goals, coupled with a strong knowledge of Change Management best practice;
- Self-starter; high drive, motivation and tenacity, desire to take-ownership, accountability and drive complex transformational initiatives forward at pace, with a natural bias towards delivering outcomes rather than outputs
- Outstanding ability to understand and assess the holistic CMB customer experience across channels, products and business lines, and shape recommendations that are baked in business knowledge
- Exceptional relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels;
- A good knowledge of the financial sector is essential; previous experience of Customer Experience in the financial sector is preferred;
- Proven ability to lead teams in applying the Design Thinking methodology to develop experiences in creative ways;
- Proven success in influencing senior leaders to change ways of working and adopt more customer centric decision making, creating awareness and advocacy for the customer and work you do;
- Experience delivering multi-channel journeys, services or propositions across large-scale programs and businesses;
- Experienced in facilitating end-to-end collaborative discovery or design sessions, including with large and/or senior audiences
