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- Tasks: Lead strategic CX projects to enhance client satisfaction and retention.
- Company: Join a reputable financial services firm in Newcastle upon Tyne.
- Benefits: Enjoy a competitive salary and a comprehensive benefits package.
- Why this job: Be part of a new team driving impactful client experience initiatives.
- Qualifications: Strong background in CX transformation within regulated sectors required.
- Other info: Open to all applicants, promoting diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Our client, a reputable financial services firm, is seeking an experienced Client Experience (CX) Manager to join their team in the North East of England on a permanent basis. You will be joining a new team and operating at senior level with key focus on supporting and managing the delivery of key CX initiatives to drive operational efficiency and improve client satisfaction and retention metrics.
Essential Skills/Experience:
- Strong experience delivering CX or service transformation projects within regulated sectors such as financial services, fintech, or professional services.
- Expertise in customer journey mapping, process redesign, or service blueprinting with demonstrated return on investment.
- Confidence in using CX platforms and tools for analytics and performance tracking.
- Experience influencing senior stakeholders and presenting insight-driven recommendations.
- A collaborative mindset with the ability to work across functions and inspire change.
Core Responsibilities:
- Lead Strategic CX Projects: Deliver client-centric initiatives from a well-defined roadmap, driving tangible improvements in satisfaction, retention, and commercial performance.
- Translate Insight into Action: Use multi-source feedback and sentiment data to recommend and drive meaningful service improvements.
- Design and Improve Client Journeys: Collaborate with UX and development teams to map, blueprint, and redesign key interactions – reducing friction and increasing loyalty.
- Own CX Performance Metrics: Track, analyse, and report on key metrics such as Client Lifetime Value and Cost-to-Income Ratio to show the real business impact of your work.
- Champion a CX Culture: Act as a vocal advocate for client-centricity across departments – from Product to Compliance—ensuring it’s a shared goal at every level of the business.
Benefits:
- Competitive salary
- Wider Benefits package
Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.
To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.
Senior Client / Customer Experience (CX) Manager employer: Core-Asset Consulting
Contact Detail:
Core-Asset Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Client / Customer Experience (CX) Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience within the financial services sector. Understanding current challenges and innovations will help you speak confidently about how you can contribute to the team.
✨Tip Number 2
Network with professionals in the CX field, especially those who have experience in regulated sectors. Engaging with industry peers can provide insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led CX initiatives in the past. Be ready to share metrics that demonstrate your impact on client satisfaction and retention, as this will resonate well with the hiring team.
✨Tip Number 4
Showcase your ability to collaborate across departments by highlighting any past experiences where you’ve worked with UX or development teams. This will illustrate your capability to drive change and improve client journeys effectively.
We think you need these skills to ace Senior Client / Customer Experience (CX) Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience management, particularly within regulated sectors like financial services. Use specific examples of projects you've led that demonstrate your ability to drive client satisfaction and retention.
Craft a Compelling Cover Letter: In your cover letter, emphasise your expertise in customer journey mapping and service transformation. Discuss how your skills align with the responsibilities outlined in the job description, and express your enthusiasm for championing a client-centric culture.
Showcase Analytical Skills: Highlight your experience with CX platforms and tools in both your CV and cover letter. Provide examples of how you've used data analytics to influence decision-making and improve client experiences, as this is crucial for the role.
Prepare for Interviews: If you get an interview, be ready to discuss specific CX initiatives you've led. Prepare to share insights on how you've collaborated with cross-functional teams and influenced senior stakeholders, as these are key aspects of the role.
How to prepare for a job interview at Core-Asset Consulting
✨Showcase Your CX Expertise
Be prepared to discuss your previous experience in delivering customer experience transformation projects, especially within regulated sectors. Highlight specific examples where your initiatives led to measurable improvements in client satisfaction and retention.
✨Demonstrate Analytical Skills
Familiarise yourself with the CX platforms and tools you’ve used for analytics and performance tracking. Be ready to explain how you’ve leveraged data to influence decision-making and drive service improvements.
✨Prepare for Stakeholder Engagement
Think about instances where you've successfully influenced senior stakeholders. Prepare to share how you presented insight-driven recommendations and the impact they had on the business.
✨Emphasise Collaboration
Since the role requires working across various functions, be ready to discuss your collaborative mindset. Share examples of how you’ve worked with UX and development teams to enhance client journeys and foster a client-centric culture.
