Customer Experience Manager - FinChoice at HomeChoice Holdings Limited

Job description

The ideal candidate for this role will be responsible for the identification and execution of comprehensive brand design strategies with a strong focus on customer experience development, which will have a major impact on the innovation and growth of FinChoice’s portfolio of brands with a focus on retention & acquisition of key customers by developing new/elevated experiences, products and formats

Key Performance Areas (KPAs)

• Strategic customer experience leadership, leads design strategies for our customer experience teams demonstrating an ability to understand the technical, social and emotional values that have critical business significance. Successfully directs multi-disciplinary design and development teams and actively mentors design colleagues
• Maintain a flow of value through the integration of the business strategies, market and social trends, and latest available technologies
• Develop and adjust strategies and/or processes to meet changing market and competitive conditions while considering the impacts on the global business
• Manage the communication strategy as it relates to our voice and articulation of key benefits along with our customer’s journey of engaging with the brand, what, how and when
• Manage cross-channel customer experiences through participation and management of multi-disciplinary product teams (Marketing, Development and Operations) that strengthen brand presence through the implementation of exceptional customer journeys
• Execute innovative experiences to create meaningful touch points between the consumer and our brands
• Create narratives that link our individual brands into broader portfolio stories (Insurance, loans and mobi)
• Own the design project management and be responsible for partnering across disciplines within FinChoice and external suppliers to ensure design assets are developed and delivered with quality, value and on-time
• Responsible for brand-development and take ownership of the visual identity for the corporate enterprise, working in collaboration with the internal creative team and product owners
• Generate creative design proposals (visions, scenarios, concepts) to visualise the desired output and the impact on customer experience
• Participate in research activities and effectively translates customer needs into actionable design requirements
• Review and understand data trends as they relate to customer engagement and customer experience and identify areas of improvement
• Responsible for finding and attracting the best design talent and for leading, mentoring and developing talent
• Establish objectives, supervises activities and manages performance
• Play an active role in expanding talent bench depth, improving office atmosphere and coaching teams to win

Other

• Review acquisition touch point strategy/segmentation and identify areas for improvement (across design, copy and creative execution) based on an understanding of our customer, her needs and wants (develop, track and report improvement plan)
• Be the product owner on at least 2 customer journeys (as identified by Exco) and identify key pain points and implement improvements through the scrum team
• Manage internal communication as it relates to customer experience improvement with the goal of create a collaborative environment and common goals with regards to customer experience

Requirements

Qualifications & Accreditations

Degree in Marketing and/or Brand Management

Experience & Skills

• A minimum of 8 years’ customer experience and/or brand management
• Extensive knowledge of graphic and architectural experience design principles
• Understanding of an agile approach to project management and the ability to direct across the organisation
• Experience in direct marketing and an understanding of core principles within digital and marketing conversion

Attributes & Behaviours

• A gifted manager and leader
• A real desire to put the customer at the centre of everything we do
• Ability to work in an ambiguous and dynamic work environment
• Comfortable with risk and uncertainty
• Effectively communicator (both verbal and written) with internal and external stakeholders across all levels