Customer Experience Manager – Financial Regulated Industry.

Customer Experience Manager – Financial Regulated Industry.

Customer Service, PMO/Business Support, Compliance/Legal



Bonus, Health, Pension, Social, Training.

Experience required:

Customer Experience Manager – Financial Regulated Industry.

This job has been created within one of Ireland’s best known advisory brands.  They have a solid reputation, trusted by consumers in an industry with a lot of consumer “noise” and distrust.   The working environment is young and energetic, complemented by a very engaged senior leadership team.  They train relentlessly with a HR strategy of building future leaders from within the business and investing in people.

On successful hire, your duties and responsibilities will include:

  • Define the overall strategy for customer care with input and strategic support from the senior consumer teams to ensure delivery of a best in-class customer experience.  
  • With support from the sales teams, develop core insights to enable the business to understand the triggers required for customer experience.  
  • Manage a team of 5 direct hires with another 60 reporting to them.
  • Management of the customer experience journey and roadmap for traditional and online  
  • Management and full accountability for the consumer initiation, shaping and implementation phase including internal approvals/governance, detailed planning, full execution and post implementation analysis, evaluating the full performance of delivered experience propositions sharing results and learnings with relevant stakeholders and Senior Management (where appropriate).
  • Drive effective engagement from all relevant cross-functional teams (Finance, Marketing Communications, Procurement, Technology, Care, On-line, Pricing, Legal & Regulatory etc) building highly motivated and focused project teams.
  • Manage their involvement and requirements in the definition and delivery of a new and improved Customer Experience proposition.
  • Provide timely and adequate management reporting to ensure that performance across Consumer is visible and in line with revenue and base targets
  • Track revenue and base performance across consumer and prepare remedial action plans where variances are identified Identify market threats and take appropriate action to protect consumer voice base and revenue

To be considered for interview, you skills and experience will include:

  • 8-10+yrs experience working in a similar role.
  • CIP qualified / grandfathered.  A knowledge of the Insurance industry is helpful but not mandatory.
  • An obvious passion for championing the voice of the customer while enabling the objectives of the business.
  • A demonstrable background in leading teams through change while maintaining business as usual.   
  • Strong Project Management skills
  • Process design and re-engineering experience
  • People Management experience.

The package on offer is €100k+ To hear more about this job or to discuss your suitability, call Gerard Doyle on 01 6325024 / 086 8253662.  Your cv will not be send to any third party without your consent. 

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