At a Glance
- Tasks: Lead a team to enhance customer journeys and improve digital experiences.
- Company: Join a leading financial services organisation with a focus on innovation.
- Benefits: Competitive pay rate, hybrid working, and potential contract extension.
- Other info: Dynamic role with opportunities for professional growth and collaboration.
- Why this job: Make a real impact on customer satisfaction and drive transformation initiatives.
- Qualifications: Experience in customer success or journey mapping, with strong leadership skills.
The location of the role is Sheffield (hybrid working). The duration of the contract is 5 months initially (with likely extension). The pay rate on offer is £650 - £730 per day (via Umbrella). The client is a leading financial services organisation.
Role description
Principal Responsibilities:
- Delivering Great Digital Journeys; Leading a team working on CTOp App.
- Processes to support our new Enablement Customer Experience priority initiatives, the primary focus is Journey mapping to improve customer experience and to help guide product owners to focus on improving reliability of their services.
- This work underpins a number of our transformation initiatives for 2026 as it will allow us to measure success of our products offer to our customers.
- Customer Experience are responsible for ensuring CTO Stakeholders, Product Owners are delivering their desired outcomes using the bank's technology products and services.
- This position requires a combination of technical, business analysis, strategic, and customer-focused skills to ensure the bank's technology products meet the needs of its customers, stakeholders, and the bank's business goals within CTO.
- It is a critical role that requires a deep understanding of stakeholder needs, technology, and financial services.
- The ideal candidate will have a passion for customer success and understanding customer journeys, a customer-focused mindset, championing digital technologies and a track record of delivering results in a fast-paced, dynamic environment.
Key accountabilities
- Identify and analyze high-friction customer journeys within CTO products; conduct comprehensive journey mapping and develop strategic improvement plans to enhance overall customer satisfaction.
- Implement the Journey Satisfaction (JSAT) Score framework to accurately measure and reflect customer satisfaction across key touchpoints.
- Provide expert consultancy and coaching to Customer Experience teams on journey mapping methodologies; deliver “train-the-trainer” sessions to build internal capability.
- Present findings, insights, and progress updates to senior stakeholders; secure sponsorship and support for key initiatives and escalate issues when necessary.
- Collaborate closely with Product teams to drive process and product enhancements aimed at improving the overall digital customer journey experience.
- Champion customer centricity by helping Product teams understand customer pain points, ensuring product development focuses on delivering exceptional customer experiences rather than feature output alone.
- Partner with Product teams to educate customers, improving product knowledge and adoption through targeted enablement and communication initiatives.
Requirements
- Proven experience in customer success, product/journey mapping or a related field, with a track record of designing and delivering impactful improvement programs.
- Project Management and Business Analysis skills preferred.
- Strong leadership and team management skills, with the ability to inspire and mentor team members to achieve shared goals.
- Excellent communication and collaboration abilities, capable of working effectively with cross‑functional teams, stakeholders, and senior leadership.
- Strategic thinking and problem‑solving capabilities, with experience translating customer feedback into actionable plans and measurable outcomes.
- Strong analytical skills, with the ability to interpret data, track key performance indicators (KPIs), and present actionable insights.
- Expertise in managing documentation and processes using platforms.
Customer Experience Manager (CX) employer: Undisclosed
As a leading financial services organisation, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our Sheffield location offers a hybrid working model, allowing for flexibility while you lead initiatives that enhance customer experiences through innovative digital solutions. With competitive pay rates and a commitment to championing customer success, we provide an environment where your contributions directly impact our transformation goals and the satisfaction of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (CX)
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like Undisclosed.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like Undisclosed might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Customer Experience Manager (CX)
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at Undisclosed will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at Undisclosed. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give Undisclosed confidence in your short-term commitment to the role.
How to prepare for a job interview at Undisclosed
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with Undisclosed.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure Undisclosed that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
