We're hiring a Head of Customer Experience - this role will drive and develop operational excellence for LGFA ensuring the customer experience is the very best it can be.  It will include continuous development of the CSAs to ensure the education and information transfer to our customers remains engaging, appropriate and timely. Systems and processes will be developed to ensure the journey remains customer centric and efficient. 

This role will drive and develop operational excellence for LGFA ensuring the customer experience is the very best it can be.  It will include continuous development of the CSAs to ensure the education and information transfer to our customers remains engaging; appropriate and timely.  Systems and processes will be developed to ensure the journey remains customer centric and efficient.  Analysis of BI; customer feedback; quality assurance utilised to manage and drive change agenda. It will promote the service we can provide to our trusted affinity partners.

Principal accountabilities:

1. Operational customer experience champion for LGFA.  This will include but is not limited to:

Day to day monitoring of CSA calls to develop the delivery of information/ education and data transfer in a customer centric, transparent and engaging way. Develop CSAs to deliver customer advocacy through building strong and trusted relationships by demonstrating all customer contact is valued and the right customer understanding/outcomes are achieved and aligned to regulatory requirements and L&Gs Treating Customers Fairly Policy

Ensure that appropriate CSA quality is achieved, ensuring the agreed controls and standards are being adhered to in accordance with all Group Policies and CSAs do not give advice.

Ensuring all operational systems; artefacts are continuously developed to promote customer understanding and engagement. 

Providing escalation for vulnerable customers and/or operational service complaints ensuring these are resolved efficiently

Developed analysis of customer feedback; BI, business KPIs to identify change to drive development of customer journey/systems.  Able to articulate appropriate business case and measure benefit opportunity/realisation.

2. Working with Marketing to drive the operational lead nurture and customer contact strategies to deliver customer advocacy leading to improved opportunities.

3. Providing operational SME knowledge for projects (internal and external to LGFA)

4.Collaborating with stakeholders in the wider business to share experiences to aid and promote continuous improvement of the holistic L & G customer experience. Most specifically this would be with L&G Home Finance, Business Development and Marketing.

5.Developing Customer Experience monthly report pack and delivery against defined KPIs

6.Collaborating with Group shareware to ensure LGFA’s benefits from systems, tools & processes available.

7.Treating Customers Fairly (TCF) - Ensure that the principles of Conduct Risk are embedded into your day to day operations to deliver good customer outcomes at all times. Ensure that all business processes and internal controls within your role are designed and performed in a way that delivers good customer outcomes and demonstrates effective management of Conduct Risk.

8.To take the lead in all matters with regard to the management of employees, ensuring that management discretion is used in a consistent manner and that the area follows the Group’s policies and procedures including the Partnership Agreement to maximise business performance.

Qualifications, knowledge and experience:

Qualifications:

• Qualified to provide advice on Lifetime Mortgages by having the following qualifications or equivalent:- R01 Regulation & Ethics, CF6 Mortgage Advice, ER1 Equity Release. Full Diploma in financial planning or wider product specific advice qualifications is a distinct advantage.

Knowledge:

• Analytics - Demonstrated ability to analyse large quantities of data to  extract business critical intelligence
• Technical - Must have advice technical expertise and be able to translate this to developing the team and customer experience
• Communicating & Influencing - Adaptable communication style to develop team and able to confidently influence from experience and knowledge
• Customer Orientation - Primary focus on customer experience

Experience:

• A seasoned leader or coach with a strong track record in continuous improvement

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 30 days' holiday, private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, as well as a 12% car allowance scheme, your hard work will be rewarded when you join us.

For more details on this role, please contact Helen Brockbank, Resourcing Lead - helen.brockbank@landg.com