Client Experience Manager
Core
Shape and enhance the end-to-end client journey across the business by turning feedback, complaints, and operational data into actionable insights and sustainable improvements.
Role type
Senior IC client experience manager (financial services)
Builds
End-to-end client journeys and service processes for individuals, businesses, high net worth families, and multinational corporates
Domain
Financial services / Banking
Deliverable
dashboards & analysis
Required skills
Root cause analysis, Voice of the Client advocacy, Stakeholder collaboration, Continuous improvement methodologies, CRM platform usage, Data-driven reporting
Preferred skills
Lean, Six Sigma, Change Management, Salesforce
Technologies
Salesforce
Responsibilities
Turn client feedback and service data into actionable insights; Identify root causes of client pain points; Champion the Voice of the Client across the organisation; Collaborate with stakeholders to deliver measurable change; Produce meaningful reporting and recommendations for continuous improvement
Seniority
Senior, hands-on IC
