Job Description
ROLE: Customer Experience Improvement Manager, Group Marketing
LOCATION: AIB Bank, Central Park, Dublin 18
CONTRACT TYPE: This role is for 12 months.
AN OPPORTUNITY TO IMPROVE YOUR CAREER BY IMPROVING OUR CUSTOMERS' EXPERIENCE.
WE'RE LOOKING FOR SOMEONE WHO CAN:
Define and drive our strategy for Customer Experience improvement to deliver greatest value to AIB and to its customers:
*Drive adoption of proven practices to build a ‘Customer First Design' for all customer and improvement activity *Document existing customer journeys comprehensively and implement service design processes to create "ideal experiences
Take cross-functional teams across our business through customer experience improvement initiatives to deliver expected benefits against key customer objectives:
*Gain in-depth understanding of priority customer journeys by engaging with all stakeholders. *Lead and facilitate cross-functional, collaborative, customer led workshops to identify customer pain points and possible solutions for specific customer journeys.
Align, lead, and influence strategic plans and investments to design and deliver distinct customer experiences:
* Make sound commercial decisions to drive change that makes a difference to the bottom line and to customers. Quickly assimilate insight and use good judgement to prioritise work.
Promote a mind-set that our customers' experience is part of our culture: Engage with journey owners and their teams to build action plans to improve customer journeys.
*Build a mechanism to track and monitor action plans across all customer journeys.
Management and mentoring to a team of dedicated CX professionals:
*Visibly model the desired behaviours for a CX leading organisation. *Support the team in their continued professional development.
WHO ARE WE?
We're AIB. A strong Irish bank packed with purpose - to back our customers to achieve their dreams and ambitions by always being useful, always informing and always providing an exceptional customer experience. Group Marketing lead the Customer First agenda and set the customer strategy for the organisation.
We are the Customer Experience (CX) function within Group Marketing and our function has four teams:
*CUSTOMER EXPERIENCE INSIGHTS - manage the measurement of AIB's voice of the customer (VOC) solution, reporting against our customer ambitions and providing insights to drive an enhanced customer experience. *CUSTOMER EXPERIENCE IMPROVEMENT - lead and champion the design and delivery of lasting, customer led change through enhancing customer journeys and driving the creation of differentiated experiences. *CUSTOMER EXPERIENCE STRATEGY - develop and deliver a holistic Customer Experience Strategy for AIB and drive customer closeness activities to bring AIB closer to our customers. *CUSTOMER LANGUAGE - changing the way we communicate with customers to improve our tone, message, response and outcome.
We now have a vacancy in our team for a Customer Experience Improvement Manager. The role has a broad scope and the new team member will have the opportunity to touch on many facets of the organisation.
The CUSTOMER EXPERIENCE IMPROVEMENT TEAM analyses outputs and insights from multiple data sources including VoC, marketing analytics and employee feedback to identify and understand pain points for our customers. We work with journey owners to design and deliver positive and lasting customer-led change. The role will include engaging with journey owners to map the customer's journey across channels to identify friction points, to use service design to create the ideal customer experience and agree customer journey action plans that will have a greater effect on enhancing customer's experiences.
WHY JOIN US?
We are excited about how we have changed our focus. We want to be at the heart of our customers' financial lives by giving them an exceptional experience. We are building a culture that breaks the conventions of what our customer and employees expect of a bank.
If this sound like something that you want to be part of:
YOU WILL NEED TO SHOW US THAT YOU CAN/HAVE:
*A marketing or business related degree/masters. *5/7 years plus of experience at management level. *Ability to add value in the business, understanding the key levers for driving breakthrough improvement *Proven ability to transform insight into action and championing the implementation of activity. *Previously experience of having worked in process improvement or customer experience improvement. *Track record of significantly improving the customer experience in organisations. *Proven ability to build relationships across a business at all levels required to drive change. *A strong communicator, with strong influencing skills. *Experience of leading and developing teams. *Knowledge of voice of the customer and customer experience strategies. *Proven knowledge of AIB, the financial services industry/external market place.
IF YOU FEEL YOU HAVE WHAT IT TAKES, click apply and fill in the online application form. If you would like more information the Talent Acquisition Team can help. You can contact them via email at **MEMBERS ONLY**SIGN UP NOW***.
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