Experience Lead

• Proactive experience management: identifying friction and failure before customers report it.
• Customer journey mapping across priority journeys, current state and target state.
• Experience strategy and the prioritised experience improvement roadmap.
• Resolution of the experience pain points affecting customers, driven with Product, Technology and Business Owners through to closure.
• In-app experience reviews across new releases and existing flows.
• Branch experience standardisation: standards, scorecards, assessments and consistency across locations.
• Voice of Customer translated into named actions with owners and dates.
• Monthly experience reviews with Business Owners, evidenced with specific customer cases.
• The Customer Journey Experience Dashboard.
• Management and development of the Experience Analyst.

Requirements

• Strong background in customer journey mapping, experience design, and process improvement.
• Proven ability to influence Product, Technology, and Business Owners without direct authority.
• Strong CSAT, VOC, and customer insight analysis.
• Comfortable with data and dashboards.
• Branch or physical channel experience is an advantage.
• Lean Six Sigma or service design is an advantage.