Customer Outcomes Manager

Job title:

Customer Outcomes Manager

Company

Vanquis Bank

Job description

Customer Outcomes Manager (6 months FTC)Location: Bradford, Chatham, London or PetersfieldWe are happy for you to be based in Bradford, Chatham, London or Petersfield but please note that occasional travel will be required to our other offices.Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues, often 1 to 3 days per week in one of our offices.Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 2 paid days to ‘give back’, LinkedIn Learning for allDon’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.You and Your Team:As a Customer Outcomes Manager, you will play a crucial role in developing and championing the customer vision and strategy across VBG ensuring we transform into a truly customer centric business. Success in this role requires a proactive and customer centric approach to collaborate effectively with internal teams across VBG to achieve shared goals and contribute to the long-term success of both customers and the organisation.Some of the Key Responsibilities include:Customer Strategy: Act as the customer lead on initiatives, projects and programmes to realise our customer and proposition strategy. This will involve defining and shaping our customer and proposition strategy and collaborating with cross-functional teams to design tailored solutions that address customer needs
Customer Experience: Work in partnership with key stakeholders across the organisation to understand, measure and implement improvements to all aspects of the customer experience throughout the customer lifecycle
Customer Forum: Define what customer success and good customer outcomes means within VBG. Support the Head of Customer Outcomes to establish and lead the Group-wide customer forum; working with colleagues across the business to assist in driving change that enhances our products and services and improves the customer experience
Vulnerable Customers: Support the creation and execution of VBG’s Vulnerable Customer strategy, establishing Group-wide policies, implementation of the policies and measurement of outcomes to ensure vulnerable customers are treated fairly and appropriately and in line with our intent.What will make you stand out?Demonstrable integrity and passion for customers.
Experience of implementing customer-led change across complex matrix-structured organisations
Previous experience of Product Manager responsibilities including creating improved journeys for customer as part of a transformation programme
Experience in working in cross-functional teams to deliver transformation
Strong commercial understanding and business acumen
Excellent communication skills, both written and oral, demonstrating incision and clarity in thinking
Leadership experience in customer-led change and transformation or related fieldsThe interview process:Up to 30-minute telephone call with a member of the Talent Acquisition team
Up to 1 hour video interview with the hiring team
Final interview with Hiring ManagerAll interviews are expected to take place week commencing 30th September.Our average process takes up to four weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.Your working life: If you prefer to work part-time, we’ll make this happen whenever we can – whether this is to help you meet other commitments or strike a great work-life balance. A fear of losing your current working flexibility shouldn’t hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.Why work for us?We’re Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities.At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our ‘Save as you Earn’ and ‘Buy as you Earn’ schemes.We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.Equal Opportunity StatementHere at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it’s our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at Talent.Acquisition@vanquis.com

Expected salary

Location

Petersfield, Hampshire – Chatham, Kent

Job date

Sun, 01 Sep 2024 07:49:44 GMT

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