Allied Irish Bank
- Location:
- Dublin, Leinster, Ireland
- Salary:
- Competitive
- Type:
- Permanent
- Main Industry:
- Search Finance, Banking & Insurance Jobs
- Other Industries & Skills:
- Human Resources, Recruitment
- Advertiser:
- Allied Irish Bank
- Job ID:
- 130924507
- Posted On:
- 09 August 2024
Role: Customer Experience Design Manager
Location:
AIB,
Block H, Central Park, Leopardstown, Dublin, D18 CK74
This role is being offered on a 1 year fixed term basis.
-Do you have a minimum of 5 years of experience in a Customer Experience or other similar role (Note: knowledge of banking products, services and technologies is preferrable but not necessary)
-Are you capable of building strong relationships with teams and key stakeholders with strong leadership skills
-Are you comfortable working with and collaborating with senior stakeholders and display gravitas
-Are you a team player with people leadership and development experience?
About the Role:
You’ll be joining the innovative business area of Chief Customer Officer with the team dedicated to revolutionising our approach to customer centricity. Our mission is to passionately serve our 3.3 million customers with our purpose of “empowering people to build a sustainable future.”
We are the Customer Experience (CX) function which has three teams:
-Customer Experience Insights – manage the measurement of AIB’s voice of the customer (VOC) solution, reporting against our customer ambitions and providing insights to drive an enhanced customer experience.
-Customer Experience Design – lead and champion the design and delivery of lasting, customer led change through enhancing customer journeys and driving the improvement and creation of differentiated experiences.
-Customer Experience Strategy – develop and deliver a holistic Customer Experience Strategy for AIB and drive customer closeness activities to bring AIB closer to our customers.
The Customer Experience Design Manager leads the Customer Experience Design Team.
Key Responsibilities Include:
Define and drive our strategy for Customer Experience Design to deliver greatest value to AIB and to its customers:
-Drive adoption of proven practices to build a ‘Customer Led 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:
style=”margin-bottom:2.0px”-
-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.
style=”margin-bottom:2.0px”-
-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.
What you will bring:
style=”margin-bottom:2.0px”-
-A marketing or business related degree/masters.
-5/7 years plus of experience at management level.
-Ability to add value in the business, understanding the key levers for driving breakthrough improvement
-Proven ability to transform insight into action and championing the implementation of activity.
-Previous experience of having worked in process improvement or customer experience improvement.
-Track record of significantly improving the customer experience in organisations.
-Proven ability to build relationships across a business at all levels required to drive change.
-A strong communicator, with strong influencing skills.
-Experience of leading and developing teams.
-Knowledge of voice of the customer and customer experience strategies.
-Proven knowledge of AIB, the financial services industry/external market place.
Life at AIB
At AIB, we have a clear purpose – Empowering people to build a sustainable future. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. That goes for our employees too.
We are building a culture that breaks the conventions of what our customer and employees expect of a bank.
We are committed to offering our colleagues choice and flexibility in how we work and live. Our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements. More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process.
AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We celebrate diversity and believe in a culture of inclusion where all our employees can succeed. We welcome applications from people of diverse backgrounds and abilities. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request Apply the Talent Acquisition team at
careersaib.ie
If you feel you have what it takes, click apply and fill in the online application form. If you would like more information the Talent Acquisition Team at careersaib.ie
By when? Closing date is Friday 30th August
Disclaimer:
Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.
To help us track our recruitment effort, please indicate in your email/cover letter where (vacanciesineu.com) you saw this job posting.