Business and Client experience Enablement Lead at Momentum Metropolitan Holdings Limited

Qualification

• Relevant tertiary qualification or accreditation in CX Design or Business operational management (essential)
• Relevant certifications in UX, Client Experience, or Business Enablement (e.g., CX certifications, Six Sigma) are a plus.
• Risk management Certification or Accreditation
• Minimum requirement: LEAN Six Sigma Green Belt (Black Belt preferred)

Experience

• 5-7+ years in a senior specialist / management role responsible for mentioned enablement functions and CX design (Training, Quality, Change management, CX).
• Proven experience in managing and leading teams. 
• Minimum of 5 years functional leadership experience in CX.
• Proven experience and track record in CX and managing operational enablement functions such as training and quality management.
• Strong background in data analytics, experience measurement tools, and feedback systems.
• Experience in owning quality and output of training programs, quality frameworks and knowledge management systems.

Overarching:

• Design and implement comprehensive client and employee experience strategies (process design, training, knowledge management, quality assurance ) that enables and prepares our customer facing functions to exceed customer expectations.
• Partner with cross-functional teams to align operational processes with client-focused outcomes and develop and implement frameworks and tools to enable teams to deliver exceptional experiences.
• Provide leadership and develop and implement scalable frameworks for business change management, training and adoption of new processes and systems.
• Establish robust knowledge management systems and training mechanisms that enhance both team efficiency and customer self-service.
• Build and lead a high-performing training, quality and knowledge management team.
• Partner with functional operational areas to define key experience capability needs and requirements, drive CX design and operational adoption to show measurable business outcomes.

Client Experience Design:

• Lead the design and continuous improvement of client-centric experiences across all touchpoints (digital and person-driven by our operational and sales functions).
• Collaborate with cross-functional teams (marketing, sales, product, advice, technology and client management) to ensure seamless, consistent, and meaningful client journeys.
• Develop and implement user-centric strategies that enhance overall satisfaction, loyalty, and engagement.
• Create detailed client journey maps, personas, wireframes, prototypes, and user flows.
• Conduct workshops, design sprints, and ideation sessions to collaborate on solutions for improving client experiences.

Measuring and Evaluating Client Experience and operational quality:

• Lead the development and execution of strategies to enhance the end-to-end client experience.
• Identify and address client pain points through client-centered design principles and data-driven insights.
• Collaborate with functional operational and delivery teams to create seamless and intuitive client journeys across all touchpoints.
• Implement feedback mechanisms to continuously improve client satisfaction and engagement.
• Develop and implement frameworks for measuring client satisfaction, loyalty, and feedback (including NPS, CSAT, CES).
• Leverage data analytics and quality and CX measurement metrics to track, measure, and analyse client behavior, pain points, and trends across all platforms and services.
• Use training and CX design to improve identified key business objectives.
• Define reports and dashboards that provide actionable insights and track performance against key business and quality metrics, to enable and drive a cycle of improvement and adoption.
• Regularly evaluate and report on the effectiveness of client experience strategies, providing recommendations for improvements.
• Lead the Quality team to define, implement, and monitor quality standards across processes and client interactions.

Business Enablement and design:

• Ensure that client experience strategies align with broader business goals and OKRs, enhancing revenue, customer satisfaction, advice outcomes, retention, and client value growth.
• Collaborate with the Digital Client leadership team to incorporate client insights into business decisions, product development, and go-to-market strategies.
• Work with sales, marketing, and product teams to identify opportunities for client-driven innovation and business expansion.
• Provide training and guidance to internal teams on client experience best practices.
• Establish a Client experience community of practice within Digital Client to ensure client centric thinking permeates across the departments and within the Digital Client Leadership team

Training and Quality:

• Collaborate with the internal training community to ensure that Training standards are sound within Digital Client
• Oversee the Training team to design and deliver impactful training programs that equip employees to deliver exceptional client experiences.
• Ensure training aligns with business objectives and client-centric goals.
• Foster a learning culture by integrating continuous education, upskilling, and competency assessments into the organization.
• Lead a training and quality operational function that:
• Develop and implement training programs for internal teams (sales, customer support, product, etc.) to ensure a consistent and high-quality client experience.
• Create and deliver workshops, e-learning modules, and hands-on sessions to enhance employee understanding of client experience strategies and tools.
• Establish and monitor quality standards for client-facing teams, ensuring consistency and excellence in client interactions.
• Conduct quality assessments, audits, and reviews to identify gaps in service delivery and recommend improvements.
• Ensure all client-facing employees are equipped with the knowledge and resources to deliver exceptional experiences.

Client Advocacy and Relationship Management – find effective ways to:

• Act as a client advocate, ensuring that client feedback is prioritised and integrated into the business and design strategies.
• Build relationships with clients to understand their evolving needs, preferences, and challenges.
• Conduct client interviews, surveys, and usability testing to gather insights and feedback.

Continuous Improvement & Innovation:

• Stay up to date with the latest trends, tools, and technologies in client experience and business enablement.
• Introduce innovative solutions to elevate the client experience, training methodologies, and quality standards.
• Promote a culture of continuous learning and improvement across teams.