Customer Experience & Partnerships Manager

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About The Role

Contract type: Permanent

Hours: Full-time,35 hours

Location: Head Office, Nottingham (hybrid working, 2 days a week onsite)

Salary: £50000 - £55000

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [email protected]

As we drive forward with our mortgage transformation and invest in our customer centric strategy, we have a brand-new role available for a Customer Experience & Partnerships Manager! You will support the design, development and delivery of our mortgage customer experience and will build and preserve relationships with our external mortgage partners.

Creating exceptional customer experiences is in our DNA and you will be the voice of the customer with our partners, driving new initiatives, ensuring contractual obligations are upheld and ensuring we deliver the very best customer outcomes.

It's an exciting time to join our changing business with an evolving new strategy and new leaders who are seeking to drive growth and success through great teams. This role suits someone who is commercial, curious and collaborative with the ability to build credible relationships internally and externally.

Here's a taste of what you'll be doing as a Customer Experience & Partnerships Manager at The Nottingham: -

• This is a highly collaborative role supporting the development, prioritisation and implementation of a mortgage customer experience roadmap. You will be responsible for the delivery and development of customer experience initiatives and business cases, setting success criteria, measuring outcomes and extracting learnings.
• You will act as customer experience champion across the business, identifying and managing customer impacts. You will maintain great working relationships at NBS to ensure that third party change requests, incidents and escalations are prioritised and managed effectively.
• The Customer Experience & Partnerships Manager will be the primary point of contact for our strategic mortgage partners, effectively developing the relationship on an ongoing basis through regular contact and interactions. You will ensure the successful delivery of commercial and contractual obligations, proactively working with the partner to identify and implement remediation plans where needed.
• You will ensure our partners remain aligned to the delivery of the strategy, developing and maintaining a prioritised roadmap/change plans, identifying opportunities to mutually expand the partnership.
• This role will be undertaking business reviews with strategic partners, developing key stakeholder packs to report on performance and co-ordinating and supporting all contract negotiations and renewals as needed.
• You will contribute to our culture of learning and skill development within the team and stay informed about industry trends, emerging technologies, and best practice standards. You will keep abreast of market innovation and introduce interesting commercial prospects to NBS key stakeholders.

About you: -

• Highly collaborative and curious with exceptional relationship building skills.
• Experience within a similar role and proven success in establishing key external partnerships / relationships.
• Flexible and adaptable with the ability to coach and influence at all levels to drive and implement change.
• Experience analysing and interpreting management information to diagnose areas for improvement, including ROI.
• A solutions focused approach, a passion for continuous improvement and a growth mindset.

What we offer: -

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 25 days annual leave plus bank holidays, holiday purchase scheme and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• Hybrid working and flexibility to encourage a work life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing for their colleagues and our customers.
• A strong sustainability agenda - we're continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About Us

We are a mutual, which means we don't have shareholders. Instead, we're owned by our members and use our money to do good, investing in our community, responsible causes, and - well, you. So, we're always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.