At a Glance
- Tasks: Lead innovative strategies to enhance customer experience and manage complaints effectively.
- Company: Join a forward-thinking company that values creativity and collaboration.
- Benefits: Enjoy a generous pension, performance bonuses, and 30 days of holiday.
- Other info: Flexible hybrid work environment with support for diverse needs.
- Why this job: Make a real difference in customer satisfaction while working with cutting-edge AI solutions.
- Qualifications: Strong analytical skills and experience in operationalising AI use cases are essential.
The predicted salary is between 60000 - 75000 £ per year.
Senior Customer Experience Strategy Manager Responsibilities:
- Continuously evolve the end state by actively scanning the horizon to understand potential threats, competitor activity, and the evolving needs of our customers.
- Monitor and maintain the effectiveness of the customer complaint experience using data, insight, and critical thinking to identify opportunities for continual improvement.
- Lead the team to deliver experiments and changes to ways of working; identify, test, and land improvements that move us toward the target end state.
- Own the complaints communication landscape, ensuring communications are complaint-compliant and colleagues have the right tools to write brilliant letters.
- Support the operation during high-impact events, innovating and creating new ways of working to expedite customer outcomes.
- Build and maintain key relationships with partners across the business.
Qualifications:
- Ability to balance customer, commercial, colleague, and control considerations within the development and delivery of the strategy.
- Experience in operationalising AI use cases.
- Strong analytical skills and problem-solving techniques.
- Excellent communication skills and ability to tell complex stories in an engaging way.
- Experience of collaborating and influencing stakeholders.
- Knowledge of complaint handling processes and regulations is desired but not essential.
Work Pattern:
Our work style is hybrid: spend at least two days per week, or 40% of your time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments in line with our Flexibility Works policy.
EEO Statement:
We are a Disability Confident Leader and guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Let us know what you need.
Benefits:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days' holiday, plus bank holidays
- A range of wellbeing initiatives and generous parental leave policies
CX Strategy Lead: Complaints, AI & Innovation in Birmingham employer: Lloyds Banking Group
As a leading employer in the customer experience sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and innovation. Our hybrid work model allows for flexibility, while our generous benefits package, including a substantial pension contribution and extensive wellbeing initiatives, ensures that our team members feel valued and supported. Join us to be part of a forward-thinking organisation that champions creativity and collaboration in a vibrant location.
StudySmarter Expert Advice🤫
We think this is how you could land CX Strategy Lead: Complaints, AI & Innovation in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategy and think about how your skills can help them innovate and improve. Show them you’re not just another candidate!
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've tackled challenges in the past, especially around complaints and customer experience. Make it engaging and relevant to the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace CX Strategy Lead: Complaints, AI & Innovation in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the CX Strategy Lead role. Highlight your experience with customer complaints, AI, and innovation, and show us how you can evolve our customer experience strategy.
Showcase Your Analytical Skills:We love data-driven decision-making! Use your application to demonstrate your strong analytical skills and problem-solving techniques. Share examples of how you've used data to improve customer experiences in the past.
Communicate Clearly:Your communication skills are key for this role. When writing your application, make sure to tell your story in an engaging way. We want to see how you can convey complex ideas simply and effectively.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into the company's customer experience strategy. Understand their approach to handling complaints and how they leverage AI for improvements. This knowledge will help you demonstrate your analytical skills and show that you're ready to contribute from day one.
✨Prepare to Share Your Success Stories
Think of specific examples where you've successfully led a team or implemented changes that improved customer outcomes. Be ready to discuss how you balanced customer needs with commercial goals, as this is crucial for the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Show Off Your Communication Skills
Since excellent communication is key for this role, practice explaining complex ideas in a simple and engaging way. You might be asked to present a case study or a hypothetical scenario, so make sure you can articulate your thoughts clearly and confidently.
✨Build Relationships Before You Even Start
Research the key stakeholders within the company and think about how you would approach building relationships with them. During the interview, express your enthusiasm for collaboration and share any past experiences where you successfully influenced stakeholders to achieve a common goal.
