Customer Journey Design Lead

at  Skipton Building Society

Hours:
35 hours per week, Fixed Term (12 months)
Salary: Up to £56,000 depending on experience
Salary:
£56,000 Per Annum
Closing Date:
Sun, 9 Feb 2025
Are you passionate about driving exceptional customer experiences across all touch points and channels? Do you thrive on delving into the intricacies of human behaviour, motivations and needs?
We have an exciting opportunity for a Customer Journey Design Lead to join us for a 12 month fixed-term contract, to drive our understanding of our customers experiences from initial awareness to post-purchase support and ongoing engagement.
Who Are We?
Not just another building society. Not just another job.
We’re the fourth biggest building society in the UK and what makes us a bit different is that we’re a mutual organisation. We don’t have shareholders; we’re owned by our members.
Our colleagues say Skipton’s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we’ll help you take the next step towards a better future.
You’ll lead a team of Customer Journey Specialists, whilst championing the customer within the organisation. You’ll gain a deep understanding of customer needs and pain points, and leverage data and insights, bring in external perspectives, to identify and drive forward enhancements to create exceptional customer experiences that foster loyalty and moments of delight.
If you have a passion for understanding customers, to drive and create great customer experiences to delight our members, this role could be you.
Sound good? We’d love to hear from you!
What Will You Be Doing?

Working collaboratively with our Homes and Money businesses, and wider experience function, you’ll drive forward customer experience initiatives. You’ll be:

• Leading and inspiring a team of Customer Journey Specialists.
• Deeply understand our members’ needs and journeys.
• Leveraging data and insights to identify opportunities for improvement.
• Driving innovative solutions that delight our members.
• Championing the customer and member voice across the organisation.

What Do We Need From You?

• Proven Leadership: Demonstrated success in leading and managing high-performing customer experience teams and collaborating effectively with cross-functional teams.
• Customer Experience Expertise: Hands-on experience leading a successful customer experience function within an organisation.
• Customer Journey Mapping: Proficient in creating and utilising customer journey outputs, such as empathy maps, personas, and customer journey maps.
• Stakeholder Management: Proven ability to influence stakeholders at all levels, drive customer-centric change, and build strong rapport.
• Strategic Thinking: A strategic thinker with the ability to translate business objectives into actionable customer experience strategies.
• Communication & Presentation: Excellent written and verbal communication skills, with the ability to effectively present findings and recommendations to diverse audiences.
• Facilitation & Collaboration: Experience in facilitating engaging workshops and fostering inclusive discussions with stakeholders.
• CX Measurement & Analysis: Knowledge of key CX metrics (e.g., CSAT, CES, NPS) and the ability to interpret and use them to drive improvements.
• Research & Development: Experience in leading research and development initiatives to stay up to date with the latest trends and best practices in customer experience. As well as emerging technologies that can impact customer experience.

What’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

Please refer the Job description for details