Client Experience Officer - 1407

Isle of Man

Jobs Finance & Accountancy

Client Experience Officer - 1407


Due to continued growth, our client has an excellent opportunity for a Client Experience Officer. The successful candidate will work closely with the Senior Executive – Client Experience to help deliver change, and to implement new and amended products and services. It is expected the candidate will be educated to degree level and have at least three years’ experience within the financial services industry.

Role specific details:
• Acquire a good working knowledge of the entire product and service suite that NPW offers to its clients, including product features, benefits, fees and marketing literature –physical and digital.
• Liaise with relevant teams to identify processes, procedures, gaps or inconsistencies in our proposition which might result in friction for our clients or a suboptimal CX.
• Work with Senior CX Executive to put forward suggestions for improvements to processes/procedures.
• As a member of the NPW new product/service Forum, help identify/agree gaps in our proposition that require new or amended products/services to improve our CX
• Assist with delivery into the business of new, updated/evolved products and services and product innovations, embedding CX as a central criterion. Help with internal communication and/or training as required
• Help implement changes to products/services, e.g. Visa cards, lending, digital tools, as required.
• Develop a knowledge of Design Thinking principles, to ensure that services and processes are designed to put client experience, elegance and efficiency at the forefront.
• Involvement in projects, including large cross-tribe projects, to deliver change affecting our clients. Champion the CX aspect at all times.
• Work with the Senior CX Executive to analyse and prepare MI relating to complaints that arise across NPWL, and maintain regular contact with client facing teams, to identify areas where CX is negative / imperfect, from which the business can identify necessary actionable output and remedies
• Assist with a continual monitoring/evolution process, for ongoing streamlining, updating, improving and evolving (and mothballing obsolete) banking products and services.
• Work on remediation exercises that directly affect our clients, as and where these arise, under the direction of the Senior CX Executive
• Assist the Senior CX Executive with vendor selection where required to support our product/service suite

For more information or to apply call us now on 01624629676 or email vacancies’

ID #5281 Location Isle of Man Job Sectors Finance & Accountancy Type Permanent Role Client Experience Officer - 1407 Career Level Senior Salary £30,000

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Contact Details

2nd Floor, 12-14 Ridgeway Street, Douglas, IM1 1EN +44 (0)1624 629676 Facebook LinkedIn Twitter Instagram
Company Number:Registered in the IOM 128875c. Vat Number:GB004343327 Registered Address: 2nd Floor, 12-14 Ridgeway Street, Douglas, IM1 1EN
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