Customer Experience Manager

Join our team as a Customer Experience Manager, where you will be the single owner of the customer's experience across our three UK propositions: Moneyfarm, Willis Owen, and Profile Pensions. You will handle complaints end to end, drive earlier complaint identification, own root cause analysis, and represent the customer in product and change forums. This is a new role that offers flexible working, private healthcare, and fee-free investment on Moneyfarm products.

Responsibilities

• Assumer la responsabilité de la gestion des plaintes de manière complète, de l'identification précoce à la clôture, en respectant les délais réglementaires.
• Diriger l'analyse des causes profondes des plaintes et mettre en œuvre des changements pour éviter leur récurrence.
• Représenter la voix du client au sein de l'entreprise, en veillant à ce que les besoins des clients soient pris en compte dans les forums de produits et de changement.
• Embrace AI to enhance the CX function and processes
• Proven experience handling regulated financial services complaints end to end, including final response letters and redress decisions
• Experience in wealth management, investment platforms or pensions, particularly ISAs, pension transfers and drawdown
• The credibility and independence to challenge senior colleagues in other functions on customer outcomes
• Competent with a CRM or case management system and comfortable building management information from it
• Working knowledge of DISP, the Financial Ombudsman Service process and the Consumer Duty, and how they apply to a retail investment or pensions book
• Strong written English. Final response letters and regulatory submissions are a core output of this role

Requirements

• Practical experience of the FCA's vulnerable customer expectations and how they are evidenced in case files
• Experience of complaints in a multi-entity or multi-brand group
• Demonstrable root cause analysis: evidence of finding a systemic cause and getting it fixed by another function
• Front-line customer service experience
• Line management experience
• Experience with Salesforce
• Relevant professional qualification, for example CISI, CII or a recognised complaints qualification