At a Glance
- Tasks: Lead the evolution of customer service strategy and enhance customer experience across channels.
- Company: Dynamic company focused on delivering exceptional customer experiences.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with potential for international travel.
- Why this job: Shape the future of customer service and make a real difference in customer satisfaction.
- Qualifications: Experience in customer strategy and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
The Opportunity
As the Customer Strategy and Experience Lead, you will own and evolve the TBUK Customer Services strategy and the enabling capabilities that deliver our customer experience. This includes responsibility for Existing Customer Communications (ECC), Knowledge Management (KM), Change & Continuous Improvement, and Workforce Management Strategy (WFMS). You will partner closely with frontline leaders and control functions to deliver reliable, compliant, and human customer experiences across channels, improve cost-to-serve, and embed measurement and learning into the operating rhythm. You will ensure that service plans and change portfolios anticipate demand, protect customer outcomes, and align with regulatory expectations (such as Consumer Duty, DISP, and vulnerable customers), as well as internal governance.
We offer flexible, hybrid working, typically with two to three days per week in our Bristol Head Office, and the option to work from home on other days. Occasional travel to our Group Head Office in the Netherlands may be required to support collaboration with our international colleagues.
Key Responsibilities
- Design and implement a new TBUK customer service strategy and structure, aligning with the Fit For Impact framework and in collaboration with the Head of Customer Services.
- Develop and maintain a 12–24-month Customer Services strategy and roadmap, setting clear customer experience standards and service design principles, and ensuring alignment.
Customer Strategy and Experience Lead employer: Triodos Bank
As a leading employer in the customer service sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our Bristol Head Office offers a flexible hybrid working model, allowing you to balance your professional and personal life while collaborating with international colleagues. With a strong focus on continuous improvement and innovation, we empower our employees to take ownership of their roles and contribute meaningfully to enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Strategy and Experience Lead
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how your experience aligns with their customer strategy and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how you can enhance customer experience and drive improvements. Keep it concise and impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining our team.
We think you need these skills to ace Customer Strategy and Experience Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Strategy and Experience Lead role. Highlight your relevant experience in customer service strategy and any specific achievements that align with the job description.
Showcase Your Skills:We want to see how your skills match up with what we’re looking for. Be sure to mention your expertise in areas like Knowledge Management and Continuous Improvement, as these are key to the role.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showcasing your personality.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Triodos Bank
✨Know the Customer Strategy Inside Out
Make sure you thoroughly understand the company's current customer service strategy and how it aligns with their goals. Familiarise yourself with the Fit For Impact framework and be ready to discuss how you can contribute to evolving this strategy.
✨Showcase Your Experience with Change Management
Prepare examples from your past roles where you've successfully implemented change or continuous improvement initiatives. Highlight how these experiences can help in developing a robust customer service strategy that anticipates demand and protects customer outcomes.
✨Demonstrate Your Collaborative Spirit
Since the role involves partnering with frontline leaders and control functions, be ready to share instances where you've worked collaboratively to achieve common goals. Emphasise your ability to build relationships and communicate effectively across teams.
✨Understand Regulatory Expectations
Brush up on relevant regulations like Consumer Duty and DISP. Be prepared to discuss how you would ensure compliance while delivering exceptional customer experiences. This shows that you’re not only focused on strategy but also on the legal and ethical aspects of customer service.
