OUR ENVIRONMENTAL, SOCIAL AND GOVERNANCE (ESG) COMMITMENT

We’re committed to investing responsibly and supporting our local communities and charitable organisations. Every colleague is encouraged to take a paid day each calendar year to volunteer for our nominated charities. Internally we are very proud of our four colleague-led engagement groups, who run events/initiatives, that promote our culture and values which is a key part of the life blood of this business.

Job Description

• Reporting directly to the CEO and a key member of the executive management team (ExCom), the Chief Customer Officer will lead the CCO function in an effective, transparent, and responsible manner. They will as part of this remit:
• Lead a multi-disciplinary team of customer-focused colleagues to ensure retention of appropriate skills and capabilities needed to support delivery of the Customer Experience, Contact Centre, Complaints, Errors, Appeals, and Primary Servicing teams.
• Consistently demonstrate that “the customer is at the heart of everything we do” through engagement with customers, and through the resolution of queries and issues in a timely and effective manner.
• Have a clear understanding of the customer journeys and be passionate about improving every touchpoint, from onboarding through to ensuring the customer perspective is central to strategic decisions and the Mars Capital culture and values.
• Have a deep understanding of customer data, analytics, and insights leveraging customer data to anticipate needs, identify trends, and personalise services, enhancing the overall customer experience.
• Act as the voice of the customer experience within the company, advocating for changes that will improve clear communication, service quality, transparency, and trust gathering feedback through surveys, and direct interaction to understand and address customer pain points.
• Champion innovation that enhances customer-user digital and other interfaces, and online services, ensuring an efficient and secure customer experience.
• Continuously seek to improve processes that affect our customers, from reducing wait times to simplifying account management by balancing operational efficiency with high-quality service delivery.
• Effectively oversee the monitoring, identification, and rectification of any weak or ineffective systems and controls in the areas responsible.
• Collaborate across departments such Asset Management to align strategies that improve customer engagement, outcomes, and delivery.
• Assessing, testing, understanding, and evidencing the outcomes customers are receiving.
• Set standards for behaviour & performance by role modelling and advocating our values & behaviours. Promoting customer-focus, integrity, honesty, and accountability throughout Mars Capital (and where appropriate across Arrow Global Group).

• Ensure lawful, regulatory & ethical integrity of customer-focused business by ensuring the operational effectiveness of related processes, conduct risk management and associated controls under the CCO’s remit.

• • Drive awareness of the regulatory environment in which the company operates ensuring customer experience initiatives comply with regulatory and legal requirements, balancing innovation and client service with appropriate risk management and controls effectiveness.
• Responsibility for costs of the business areas under the CCO’s remit including but not limited to collections, costs, and overheads across Customer Experience, Contact Centre, Complaints, Errors, Appeals, and Primary Servicing teams.
• In summary, the Chief Customer Officer will have the ability to blend and balance strategic insight, deep industry knowledge, and a customer-first mindset to create value, foster trust, and ensure a competitive edge in a customer-driven market.

QUALIFICATIONS

• Strong leadership and customer advocacy track record.
• Strong track record with institutional clients (including within outsourcing arrangements to serve customers).
• Extensive experience and delivery track record as a customer-focused Chief Customer Officer (or similar) within a regulated environment.
• Experience specifically within retail customer Credit Servicing, including leading and managing Customer Experience, Contact Centre, Complaints, Errors, Appeals, and Primary Servicing teams (or similar).
• Excellent knowledge of financial services in Ireland and its associated regulations (including for Credit Servicing and Consumer Protection).
• A deep understanding of customer journeys and customer needs (including those affected by external factors such as the cost-of-living crisis).
• Experience driving a digital customer strategy to enhance appropriately balanced commercial and customer outcomes.
• Proven experience and track record putting the interests of customers at the forefront of a servicing proposition.
• Experienced with an excellent track record of operating at an executive level within a highly regulated environment (which is at least of a similar nature, size, and complexity as Mars Capital).
• Strong team working ethic, collegiate, with a proven ability to build and sustain relationships to deliver good customer outcomes.
• Experience of improving business performance and efficiency to deliver the right outcomes for customers.
• Highly driven, determined, and resilient. Open and transparent approach. Passionate about customer advocacy.
• Demonstrated success in driving customer-centric transformation within an organisation (not dissimilar to Mars Capital).
• In-depth understanding of the Consumer Protection Code, and the Code of Conduct for Mortgage Arrears.
• Analytical mindset with the ability to translate data into actionable insights (both with innovation and practicality).
• A track record of cultivating and delivering innovation for the benefit of customers.
• Excellent communication and people skills, with the ability to engage and influence stakeholders at all levels.
• Bachelor’s degree in business, finance, or a related field; an advanced degree or professional customer-related certification is a plus.
• Track record of excellent contributions to executive level committees (particularly around customer advocacy), and to boards of directors and board committees.
• Has driven (and taken) accountability for customer outcomes (including where appropriate, under the Individual Accountability Framework)
• Strong experience and track record for the creation and presentation of customer dashboards.
  Additional Information
  Central Bank of Ireland (“CBI”) Fitness & Probity Regime This is a Controlled Function (“CF”) role as defined by the Central Bank Reform Act 2010. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards issued by the Central Bank of Ireland.
  D&I statemen

Please refer the Job description for details