Customer Experience Improvement Manager

Description:

Define and drive our strategy for Customer Experience improvement to deliver greatest value to AIB and to its customers:

• Drive adoption of proven practices to build a ‘Customer First Design’ for all customer and improvement activity
• Document existing customer journeys comprehensively and implement service design processes to create “ideal experiences

Take cross-functional teams across our business through customer experience improvement initiatives to deliver expected benefits against key customer objectives:

• Gain in-depth understanding of priority customer journeys by engaging with all stakeholders.
• Lead and facilitate cross-functional, collaborative, customer led workshops to identify customer pain points and possible solutions for specific customer journeys.

Align, lead, and influence strategic plans and investments to design and deliver distinct customer experiences:

• Make sound commercial decisions to drive change that makes a difference to the bottom line and to customers. Quickly assimilate insight and use good judgement to prioritise work.

Promote a mind-set that our customers’ experience is part of our culture: Engage with journey owners and their teams to build action plans to improve customer journeys.

• Build a mechanism to track and monitor action plans across all customer journeys.

Management and mentoring to a team of dedicated CX professionals:

• Visibly model the desired behaviours for a CX leading organisation.
• Support the team in their continued professional development.

We’re AIB. A strong Irish bank packed with purpose - to back our customers to achieve their dreams and ambitions by always being useful, always informing and always providing an exceptional customer experience. Group Marketing lead the Customer First agenda and set the customer strategy for the organisation.