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Head of Customer Experience – Financial Services

Monday January 28th, 2019 in Feature Opportunity

This strategic role will look to develop and implement a truly customer centric program across this financial institution, to better the customer.

  • Permanent role
  • ASX listed investment management firm
  • Stand-alone role

This highly regarded financial services organisation is a market leader in providing investment retirement solutions.

Reporting to the General Manager of Marketing & Customer Experience, this ‘stand-alone’ role will be to initially lead a review of existing practices, processes and customer outcomes to embed best practice, propose new innovations and align with the organisations expectations.

The changing landscape of financial services and, in particular, recent trends with customers, has prompted the need to address, develop and implement a service strategy for their growing group of direct customers, to ensure seamless service, strong customer outcomes and ultimately customer retention. As such, it will be imperative for this person to work with the business, to develop a single customer experience strategy and strategic roadmap across the institution. This will also include building cases for initiatives and co-ordinating its execution across delivery teams.

The successful candidate will have the personality and confidence to welcome and participate in robust discussion and analysis with leaders in the business. Having the ability to influence and persuade senior leaders will be an essential skill, as will having experience and comprehensive knowledge of financial services.

For further information, please contact Richard Norey at Ampersand International on 0488 747 470. 

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