People in Group Customer Experience work across the following two teams:

Planning and Performance

This is organised into two functions:

• Service Planning Team
• Measurement & Risk

Service Change and Implementation

Planning and Performance

Service Planning Manager/ Consultant

You would:

• make sure business areas deal with any issues that might detract from our customer experience by keeping evidence logs up to date
• understand how all corporate activity impacts on the customer
• regularly report on how GCE-led activity is progressing
• ensure all Planning requirement s are undertaken for any activity happening within GCE

Service Performance Manager

You would:

• carry out strategic reviews of GCE measurement activities and recommend improvements
• work with the Customer Research team and business areas to improve current GCE reporting, identifying and highlighting performance issues and raising awareness of performance improvement successes
• recommend which best-in-class metrics and competitor benchmarks we should implement and make sure metrics benchmarking is ongoing

Service Planning Consultant (Risk & Treating Customers Fairly)

You would:

• generate TCF Management Information monthly and make sure we embed and follow TCF principles throughout all our business areas
• support the Senior Manager Risk & Measurement to develop and implement the Group-wide operational risk framework and TCF principles, and advise on projects/ operational incidents which affect the Group Customer Experience
• help manage and organise any requests for Management Information from the business and collate, develop and analyse internal and Group-wide MI

Senior Manager Measurement & Risk

You would:

• support the Head of GCE in overseeing operational risk across the organisation
• plan, organise and direct operations so that the Divisional operational risk management framework is applied effectively and efficiently in GCE
• manage, organise, coach and direct the MIS Team Manager to successfully collate, develop and analyse internal and Group-wide MI

GCE MIS Team members

You would:

• produce and analyse Group-wide complaints MIS, develop and maintain our database, and foster effective relationships with third-party suppliers
• coordinate and implement local complaints oversight arrangements, policies and processes that may call for consultancy support
• direct, advise and guide senior managers on the complaints MIS, producing effective reports and identifying the specific risks that trends suggest
• review industry news for complaint handling and Treating Customers Fairly (TCF) related items, incorporating them into root cause analysis and monthly reports

Senior Business Partners

You would:

• make sure that Customer Experience is at the heart of strategy development and delivery
• help internal customers deliver the GCE strategy, providing insights and challenging initiatives
• build long-term relationships with key senior stakeholders to progress the GCE proposition
• identify and diagnose any hold-ups to initiatives and recommend appropriate action
• lead, support and champion change management programmes that would improve Customer Experience across the business

Service Delivery Consultant

You would:

• align Customer Experience messages internally and externally
• collate, review and help circulate key information
• act as the central point for all governance-related activity and information
• provide support for change projects
• work with the Senior Business Partners to ensure Customer Experience is at the heart of strategy development and delivery of this

Resolving complaints and turning an unhappy customer into a happy one is enormously satisfying. But it can also be daunting. The work is high profile. You’ll have a lot of accountability. And when it comes to regulatory requirements, there’s a lot to learn. The people who do well here tend to have certain skills and qualities in common.

• Experience of working in or supporting organisations that are customer-focused
• Knowledge of the Financial Services sector and expertise in TCF
• An understanding of Customer Experience Tracking, the Voice of the Customer and Complaints analysis
• The determination to drive continuous improvement in Customer Experience
• Drive, initiative and creativity
• Strong people, problem-solving, communication and consultative skills
• The ability to make things happen and brings others round to their point of view

You’d be based in our Northampton Head Office. MIS team is located in NAC, all other roles are based in Northampton.