Senior Manager - Customer Journey & Outcomes

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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: £65000 - £75000

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]

We're excited to announce a brand-new opportunity! We're looking for a Senior Manager - Customer Journey & Outcomes to join our Customer team in Nottingham.

Creating exceptional customer experiences is in our DNA and you will be the voice of the customer, driving quality assurance strategies and playing a key role in our conduct risk and customer treatment outcomes which report at Board level and to the regulator via the new Consumer Duty rules.

This is an influential role across peers, Executive Committee and operational teams to drive improvements for customer outcomes through tangible actions. You will be expected to have a natural curiosity to explore the 'why' and your team will play a pivotal role in enhancing and optimising the end-to-end customer experience, with responsibility to lead initiatives that streamline customer interactions, from onboarding to ongoing engagement, with a focus on maximising satisfaction, customer protection and loyalty.

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

• You will develop and implement QA & customer journey strategies to align with business objectives and regulatory requirements in the financial sector.
• Assess risks associated with customer journeys and develop or recommend testing controls across QA and QC to mitigate risks, ensuring compliance with industry regulations and standards.
• Collaborate with the direct team and cross functionally to improve customer outcomes to ensure seamless integration of QA processes into the customer and colleague lifecycle.
• Create and maintain comprehensive QA documentation, including test plans, reports and metrics to feed into the Customer Committee and Executive Reporting Packs, providing regular status updates and reports to Senior Management on QA activities.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer journey initiatives promoting data-driven decisions to enhance the customer journey and continuously strive for improvement.
• Seek out best in class thinking and cross-industry learning about the very best QA and customer journey practices, as well as staying abreast of emerging technology advancement and being pro-active in innovative solutions.
• Produce reports that tell the story about how we're delivering customer outcomes against consumer duty and conduct responsibilities, understanding the root cause of activities and recommending appropriate actions for stakeholders.
• Working closely with 2nd and 3rd lines of defence to support an aligned, and enterprise-wide, approach to customer outcomes.

About you: -

• You will be an established professional with relevant, proven experience operating at a senior level within a similar role with proven experience of strategic planning, customer outcome testing, conduct risk and customer journey mapping.
• Genuine interest and passion for delivering the right customer outcomes and driving continuous change or improvements.
• Highly collaborative and curious with exceptional relationship building skills.
• Extensive analytical experience with the ability to interpret and manipulate data to drive meaningful insights and actions.
• Inclusive people leadership style / approach with strengths in leading, motivating and inspiring teams.

What we offer: -

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 27 days annual leave plus bank holidays, car allowance, 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.