Client Experience Strategist

OVERALL SUMMARYThe Client Experience Strategist will be responsible for supporting the Strategy & Client Experience Senior Manager in the development and delivery of our client and colleague experience (CX). Supporting the business in its strategy execution and continued focus on delivering better client outcomes and experiences.The individual will maintain a pipeline of agreed upon strategic and tactical client and colleague improvement projects or opportunities. Working collaboratively with the other teams they will define approaches, resource projects, lead the delivery of these initiatives and support the realisation of benefits. In addition, they will help to provide a 360 degree view of the market, identifying trends, opportunities and threats to ensure CBAM is market leading and an attractive partner.Working closely with the Strategy & Client Experience Senior Manager the role holder will help to position CBAM as a trusted advisor across the business and contribute to the company’s strategy.A creative approach to problem-solving and attention to detail is essential. Proven experience managing and delivering client and colleague experience improvement projects with measurable benefits realised. Proactivity and responsiveness is required at all times, as well as the ability to multi-task across a range of projects with multiple stakeholders at different levels across the business.RESPONSIBILITIESDeliver customer experience projects and improvementsSupport the delivery of the business wide client experience programme strategy and related outcomes within ExCo management agendasAssist delivery of the Voice of The Client programme including development and set-up of feedback touchpoints and close the loop processes, ensuring insight is taken into actionImplement ‘on-the-ground’ quick wins and strategic changes to improve client experience metrics, reduce the risk of client harm and deliver on our future state experience as defined within the service design blueprintIn partnership with the business, prioritise client experience initiatives identified from insights and where required, support and oversee their delivery through the Client & Services Committee and its sub-committeesWork with the business to deliver client experience projects that align to key client experience capabilities such as:Client value proposition developmentChannel and engagement strategy; andClient-focused culture developmentDefine, measure, and quantify the impact of the benefits and results associated with CX initiativesCreate / embed client journeys, personas, our CX north star framework and service design blueprint, and educate the business on how to operationalise and gain value from themSupport the business with client journey reviews and revisionsFacilitate workshops based upon user-centred designPrepare and present findings to stakeholders, and subsequently help deliver endorsed recommendationsPromote the importance of client experience across the businessShare and promote client experience thought leadership to enhance experiences, evolve ways of working and mature the CX capabilityResearch and share trends on CX innovation as a point of inspiration, that can challenge the status quo, and drive growth and improved client outcomesSupport and deliver client-focused training initiativesIdentify opportunities to embed the focus on client into everyday operations and decisionsPrepare papers and minutes for the Client section of the Client & Services Committee and its sub-committeesProvide client insights, highlighting improvement and innovation opportunitiesPlan and execute quantitative and qualitative client experience researchSupport communications and product testing in line with Consumer DutyBring together external research, client feedback, digital data, operational touchpoints and other client data points to inform decision makingWork with the wider business and Group functions to gather and utilise qualitative and quantitative client researchREGULATORY RESPONSIBILITIESAdhere to Risk & Compliance requirementsEnsure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards requiredWE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:Experience leading projects using Design Thinking techniques (or equivalent)Experience of delivering client experience insights programs (including Voice of Client)Understanding of service design including how to create a service design blueprint and deliver value against itRepeated experience delivering tactical and strategic client experience projectsStrong problem-solving skillsUnderstanding of client experience measurement / metricsUnderstanding of client experience measurement techniques, including both qualitative and quantitative methodsRepeated experience of conducting primary and secondary researchAbility to build business cases clearly articulating cost vs. benefitStrong negotiation and influencing skillsRepeated experience creating personas and journey mappingStrong workshop preparation and facilitation skillsHigh quality verbal and written presentation skillsAn understanding of Operational ExcellenceA broad understanding of digital technologiesAn understanding of agile methods to assist us in forming, developing and implementing ideasExperience collaboratively working with and supporting specialist operational teams e.g. Business Architecture, Design, Operational ExcellenceStrong sense of initiative and a self-starter who can work equally well in a team or on their ownExperience in Financial ServicesAn understanding of B2B, B2C and B2B2C marketsPlease note this job description is a guide and current duties of the job can be varied from time to time. The job holder may be expected to carry out duties as requested that are deemed to be within their capabilities.As an employer, Close Brothers Asset Management is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employees or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role.To avoid any ambiguity around fees, please note that speculative CVs received by Close Brothers, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.#LI-EM1