Hybrid: Senior CX Strategy Lead (AI-Enabled) in Chester

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Agile Working Options: Job Share; Flexibility in when hours are worked; Hybrid Working

Salary: £78,098 - £91,880

Location(s): Chester, Birmingham, Edinburgh, Leeds or Halifax

Hours: Full-time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

What you’ll be doing...

Do you want a career in an area that prides itself on creating brilliant experiences for customers? Then you may thrive in the Customer Complaints and Experience Improvement team! We put customers at the heart of everything we do which supports our Group purpose of Helping Britain Prosper.

You’ll lead the Customer Experience Strategy team where we focus on customers, collaboration, inclusion, and wellbeing for all. This is an energetic, challenging, and supportive environment where you’ll be empowered to put customers at the heart of everything you do. You'll continually think of new ways of doing things, testing new ideas and delivering quickly.

Our teams are primarily Chester and Birmingham based, with Edinburgh, Leeds, and Halifax additional locations.

Why join us?

From building a truly sustainable business to creating a place where people love to work, we’re looking for colleagues who are up for the challenge, who love to push boundaries and can make change happen. Sound like you?

What we’re looking for?

We’re looking for a Senior Customer Experience Strategy Manager to play a key leadership role in transforming our complaint handling experience. You’ll work in partnership with the Colleague Channels Platform team to deliver AI enabled tech change, ensuring it’s fit for purposes, lands with colleagues, delivers value and aligns to the 2030 complaint handling strategy.

Alongside this, you’ll be responsible for ensuring it’s as easy as possible for colleagues to write brilliant letters to our customers. This is a high-impact position suited for a strategic problem solver who is equally comfortable with detail and delivery. They can connect strategy to execution, lead complex activity, and influence across organisational boundaries.

Some of the responsibilities include:

• Continually evolve the end state by actively scanning the horizon to understand potential threats, competitor activity and the evolving needs of our customers.
• Monitoring and maintaining the effectiveness of the customer complaint experience using data, insight, and critical thinking to find opportunities to continually improve.
• Lead your team to deliver experiments and changes to ways of working, you’ll be responsible for identifying, testing and landing improvements which move us towards our target end state.
• Own the complaints communication landscape, ensuring comms are compliant, and colleagues have the right tools in place to write brilliant letters.
• Support the operation during high impact events, innovating and creating new ways of working to expedite customer outcomes.
• Building and maintaining key relationships, with partners from across the business.

What we're looking for:

• Knowledge of complaint handling processes and regulations is desired but not essential.
• The ability to balance customer, commercials, colleague and controls within the development and delivery of the strategy.
• Experience of operationalising AI use cases.
• Strong analytical skills and problem-solving techniques.
• Excellent communication skills and the ability to tell complex stories in an engaging way.
• Experience of collaborating and influencing stakeholders.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we 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. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• 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, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies.

Like what you hear? Join us!