Customer Experience Manager

Description:

The opportunity with this role is to make a meaningful difference in how customers experience the Wealth & Insurance products & service provided by New Ireland, to ensure that we are truly meeting customer needs and providing a service that exceeds expectations.

In this role, you will:

• Lead the voice of the customer programme in New Ireland crafted to measure and improve our customer engagement scores, including Customer Effort Score and Net Promoter Score.
• Improve customer understanding through insight generation, data analysis and customer immersion.
• Support development of CX design and customer journey mapping to understand how the customer interacts with our business across all touchpoints.
• Support key strategic projects with customer insight generation.
• Support the creation of a customer centric culture within New Ireland promoting positive colleague experiences.