At a Glance
- Tasks: Lead teams to enhance customer and colleague experiences in complaints management.
- Company: Dynamic financial services firm focused on continuous improvement.
- Benefits: Competitive salary, professional development, and a supportive work culture.
- Other info: Opportunity to drive meaningful change in a fast-paced environment.
- Why this job: Make a real impact by transforming the complaints journey for customers and colleagues.
- Qualifications: Experience in complaints management and strong analytical skills required.
The predicted salary is between 60000 - 75000 £ per year.
Join us as a Complaints Experience & Journey Lead. This is a rewarding opportunity to lead high-performing teams and create a culture focused on continuously improving customer and colleague experiences.
You’ll own the end-to-end complaints journey, setting the strategy and acting as the custodian of customer and colleague outcomes. You'll be the voice of the complaints experience, with the scope to influence change at scale across the complaints ecosystem.
What you’ll do:
- Own and shape the end-to-end complaints experience, driving insight-led transformation, journey redesign and continuous improvement.
- Use customer, colleague and complaints insight to identify pain points, remove friction and improve outcomes across the complaints journey.
- Deliver strong performance while balancing customer, colleague, commercial and regulatory priorities.
- Act as a champion for the complaints experience, ensuring decisions and improvement activity are focused on delivering fair, consistent and effective outcomes.
- Drive root cause analysis and complaints insight, using data to identify themes, uncover drivers and prioritise improvement activity.
- Turn insight into action by working with senior leaders and journey owners to deliver sustainable improvements.
- Set and prioritise the complaints improvement agenda, aligning investment and resources to the greatest customer, colleague and business opportunities.
- Lead training, competence and capability development, ensuring the right skills, tools and frameworks support a high-quality complaints experience.
- Coach and empower Complaints Journey Managers to monitor performance, identify opportunities and deliver measurable improvements across the journey.
- Champion customer and colleague needs by reducing effort, removing friction and improving complaints outcomes end to end.
The skills you'll need:
- Strong understanding of the Financial Services sector, alongside deep expertise in complaints, customer journeys and the regulatory environment.
- Passion for understanding customer and colleague experiences, using insight to shape strategy, driving meaningful change and improve outcomes at scale.
- Strong expertise in complaints insight, data analysis and root cause methodologies, turning insight into measurable improvements through targeted journey and process enhancements.
- Experience working across business, product and functional teams to deliver sustainable change.
- Experience leading end-to-end complaints, customer experience or journey transformation at scale.
- A proven track record of identifying customer and colleague pain points and delivering sustainable solutions.
- Experience embedding training, competence and capability frameworks within a regulated environment.
- Proven ability to drive customer-centric change across processes, systems and colleague experience.
- The ability to simplify complex challenges and competing priorities, turning them into clear and actionable strategies.
Complaints Experience & Journey Lead in Birmingham employer: NatWest Group
Coutts & Co is an exceptional employer, offering a unique opportunity to join a leading Private Banking and Wealth Management firm during a pivotal growth phase. With a collaborative work culture that prioritises professional development, employees are encouraged to influence strategic decisions while receiving support from senior leaders. The role of Managing Legal Counsel not only provides a platform for impactful legal work but also fosters an environment where innovation and efficiency are valued, making it an ideal place for those seeking meaningful and rewarding employment.
