Customer Strategy Manager

at  123 Money

Job Ref:
2435
Job Title:
Customer Strategy Manager
Location:
Dundrum - Dublin 16
Closing date:
30-09-2024
Vacancy Description

REQUIREMENTS:

• 5 Years experience in leading and delivering customer experience change programmes.
• Effective communication skills including PowerPoint skills.
• People management and development
• Building effective, positive relationships with stakeholders
• Can identify business themes and linkages and formulate and propose appropriate actions for customer experience improvement.
• Analytical skills, analysing data to develop insights including Excel skills.
• Exceptional stakeholder management, influencing and negotiation skills.
• Ability to lead by example and support the senior leadership team in articulating the Voice of the Customer in a compelling and engaging way.
  RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

• Owning, leading and being responsible for key ‘Moment of Truth’ touchpoints across our customer journeys is critical to ensure our business remains focused on maximising our retention performance and delivers true customer lifetime value.
• Support strategic projects/programmes that deliver innovative advancements across customer journey.
• Relentlessly and respectively challenge our business status quo, in partnership identify ways to inject speed into processes to ensure value realisation with our customers.
• Represents the business to internal partners on all item’s customer related – Board, Ex Committees, ET, SLT, People Leaders, UK&I and GCC
• Monitoring/reporting on consumer trends, identifying how we need to engage, transact, and delight our customers of the future whilst also identifying how we need to be engaging and serving our customers today.
• Regular communication of CX initiatives across the organisation (CX updates, customer compliments, consumer risk updates, etc)
• Customer Journey Mapping – working with business areas to develop customer journey maps to help identify areas for improvement in customer experience.
• Quarterly analysis and reporting of Consumer Risk
• Supporting customer culture improvement initiatives
• Managing action logs across the multiple CX initiatives
• Gaining external insights in relation to Customer Experience approaches across the insurance and other industries
• Ensures our regulatory obligations are maintained and ideally enhanced by operational efficiency being key driver and priority.