Job Title

Customer Experience Lead

Ref #

6782

Location

Edinburgh

Department

Customer Experience

Business Area

Customer Experience Leaderhsip

Working time

Full-Time

Date Published

10-10-2022

Job Title: Customer Experience Lead

Job Purpose

Create an omni channel customer experience vision to set direction for the Customer Experience Platform Teams and help inform their investment roadmap. This Vision will be used to communicate/test direction, obtain buy-in from key stakeholders and inspire product teams across the bank to build towards a shared vision for our future. You will also own and oversee the e2e omni-channel customer experience across our Customer Experience Platform Teams and work with the Design Principals to ensure that all work taking place across the Value streams delivers in line with our agreed standards. As multiple product teams work concurrently across different parts of our estate and towards different outcomes, this role will be critical in ensuring that the sum of all parts delivers exceptional customer and business value.

Responsibilities

• Operational Compliance: Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.
• Workforce Planning: Manage the preparation of short-term and annual workforce plans using existing analytical frameworks and tools to identify the number and mix of staff required to meet the demand forecast.
• Customer Experiences Implementation: Define, design, and deliver significant, compelling, and differentiating experiences for customers and ensure that business areas/units execute on the CX strategy.
• Customer Experience Mapping: Prioritize and help leaders address the most critical gaps in providing a meaningful customer experience; lead the development of road map to address root causes and redesign journeys.
• Digital Vision and Strategy: Collaborate on development of the digital road map and key strategic enablers, designing the workflow and business processes that allow new applications, products, and services to be rolled out quickly while ensuring that legacy applications and IT operations are maintained at optimal levels.
• Stakeholder Engagement: Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions.
• Project Risk and Issue Management: Manage identification of risks, issues, dependencies, and constraints associated with the project, escalating these where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these.
• Budgeting: Develop and/or deliver budget plans with guidance from senior colleagues.
• Leadership and Direction: Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
• Design and Conceptualization: Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions.

Behaviours

Interpersonal Savvy: Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

• Builds Effective Teams: Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. For example, connects with others on team projects and leverages their strengths and knowledge to deliver the best possible results. Champions the decisions of the team and operates in a way that builds team spirit.
• Decision Quality: Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.
• Organizational Savvy: Manoeuvres comfortably through complex policy, process, and people-related organizational dynamics. For example, appreciates the main elements of the organizational culture and politics; gives others advice on how to operate effectively. Brings initiatives to the attention of those who can act as champions and advocates.
• Situational Adaptability: Adapts approach and demeanour in real time to match the shifting demands of different situations. For example, sees even subtle cues to adapt; deploys a wide range of behaviours to stay effective. Exemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations.
• Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.
• Ensures Accountability: Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.
• Business Insight: Applies knowledge of business and the marketplace to advance the organization's goals. For example, leverages insights to shape and drive critical initiatives. Shares industry developments with the team; helps them grasp business and industry fundamentals and understand how they contribute.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.
• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.
• Nimble Learning: Learns through experimentation when tackling new problems, using both successes and failures as learning fodder. For example, gives people opportunities to try new things; urges people to try new ways to find best solutions. Helps the team leverage the lessons from their successes and failures when facing new situations.
• Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'. Looks ahead to determine and obtain needed resources to complete plans.
• Drives Results: Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviours. Provides assistance or encouragement to help others over obstacles.
• Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.

Skills

• 
  Commercial Acumen: Acts independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training to others.
• Negotiation: Uses comprehensive knowledge and skills to negotiate independently while providing guidance and training to others on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.
• Planning and Organizing: Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
• Policy and procedures: Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
• Project Management: Uses comprehensive knowledge and skills to work independently while guiding and training others on managing projects and/or programs within desired cost, time and quality parameters.
• Verbal Communication: Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Action Planning: Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements.
• Compliance Management: Uses comprehensive knowledge and skills to act independently while guiding and training others on achieving full compliance with applicable rules and regulations in management and/or operations.
• Policy and Regulation: Works independently and provides guidance and training to others while interpreting and applying comprehensive knowledge of laws, regulations and policies in area of expertise.
• Project Change Management: Uses comprehensive knowledge and/or skills to act independently while providing guidance and training to others on identifying, managing and controlling project-related changes.
• Market Research and Analysis: Uses comprehensive knowledge and skills to act independently while guiding and training others on using research and analysis to develop a comprehensive understanding of market conditions in order to facilitate the success of a brand, product or service.
• Prioritizing: Works at an advanced level to prioritize components of a project, program, or portfolio work in context with risks, activities, stakeholders, etc. across the life of the project or program. Typically works independently and provides guidance.
• Workflow Management: Works at an advanced level to orient work in a workflow to plan, organize, and execute the steps it takes to achieve a goal to achieve higher efficiencies. Typically works independently and provides guidance.
• Adaptive Mindset: Works at an advanced level to shift into and out of a mental mindsets associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario. Typically works independently and provides guidance.
• Risk Modelling: Works at an advanced level to model, analyse, assess, and quantify the impact and probability of various risk scenarios and select the most appropriate course of action for the given situation. Typically works independently and provides guidance.
• Analytical Processes: Uses comprehensive knowledge and skills to act independently while guiding and training others on supporting research schedules using appropriate analytical processes and procedures.
• Analyse Alternatives and Recommend Solutions: Works at an advanced level to analyse potential solutions and create recommendations based on the expected benefits, costs, and overall value of the solution for key stakeholders. Typically works independently and provides guidance.
• Perform Gap Analysis: Works at an advanced level to conduct gap analysis between current and future states to identify components of the overall change strategy. Typically works independently and provides

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