Client Experience Leader

Job Summary:

We are seeking a dynamic and adaptable professional to join our Client Experience team. This role requires skills in market research, complaints data reporting, and client feedback management. The ideal candidate will conduct client studies and surveys to generate actionable insights, drive improvement actions, and projects with stakeholders based on complaints and feedback.

Responsibilities:

• Strategy:
  • Define and implement a roadmap of initiatives aligned with centrally agreed directives on conduct and risk reviews.
  • Adopt a client obsession mindset and deliver service excellence.
  • Lead and represent the country along with the Head, CE and Complaints in risk review sessions.
  • Review and manage performance of risk review results and follow through on actions with relevant stakeholders.
  • Ensure compliance with changes in Group Policy & Standards, Complaint Handling Procedures, local laws & regulations relating to complaint management and TCF Principles.
  • Identify and mitigate risks that would impact the overall complaint handling process.
  • Embed an innovation, simplification, and digitization mindset to implement delighters along a client journey to improve client experience.
• Processes:
  • Conduct market and client research to gather insights through surveys, interviews, studies.
  • Analyze feedback and identify key themes and trends to better understand client needs and expectations.
  • Review complaints and translate client complaints and feedback into actionable improvements across processes, products, and services.
  • Partner with cross-functional teams to design and deliver solutions that directly address client pain points.
  • Prepare and maintain regular reports on client satisfaction, complaints, and experience metrics.
  • Support stakeholders in data requests either related to improvements, workshops, or complaints reporting to Group Client Experience or regulators.
  • Monitor KPIs and performance indicators such as NPS to ensure leadership has clear visibility of client experience trends.
• Continuous Improvements:
  • Use insights from research, complaint, and surveys to drive client-centric initiatives.
  • Proactively identify opportunities to enhance client experience, streamline workflows, and improve service quality.

Key Skills and Qualifications:

• 4+ years of experience in banking processes with familiarity in banking processes.
• Experience in Excel including use of formulas, conducting trend analysis, and presenting it into PowerPoint presentations for C-suite level is preferred.
• Experience in market research and insights, and speaking to clients.
• Experience in a client experience background or UI/UX is a plus.

Benefits:

• A competitive salary and benefits package.
• Core bank funding for retirement savings, medical, and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders, and all sorts of self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill, and access to physical, virtual, and digital learning.
• Being part of an inclusive and values-driven organization, one that embraces and celebrates unique diversity, across our teams, business functions, and geographies - everyone feels respected and can realize their full potential.