Senior Manager Customer Experience Strategy (Fintech)

TL;DR

Senior Manager Customer Experience Strategy (Fintech): Leading the customer experience strategy team to transform complaint handling processes with an accent on AI-enabled tech integration and strategic execution. Focus on identifying improvement opportunities through data, influencing cross-functional stakeholders, and ensuring colleagues have the tools to deliver brilliant customer outcomes.

Location: Must be based in the UK with a hybrid work style requiring at least 40% of time in the office (Chester, Birmingham, Edinburgh, Leeds, or Halifax).

Salary: £78,098–£91,880

Company

A major UK financial institution dedicated to helping Britain prosper through inclusive, sustainable, and innovative banking services.

What you will do

• Lead the strategy team to identify, test, and implement improvements to the customer complaint experience.
• Partner with the Colleague Channels Platform team to deliver AI-enabled technology changes.
• Monitor the effectiveness of complaint handling using data, insight, and critical thinking.
• Manage the complaints communication landscape to ensure compliance and high-quality customer correspondence.
• Influence stakeholders across organizational boundaries to align strategy with execution.
• Support operations during high-impact events by innovating new ways of working.

Requirements

• Must be based in the UK and able to work from one of the specified office sites.
• Proven experience in operationalizing AI use cases.
• Strong analytical skills and ability to solve complex strategic problems.
• Excellent communication skills with the ability to present complex stories engagingly.
• Experience in collaborating with and influencing senior stakeholders.
• Ability to balance commercial, customer, and control requirements.

Nice to have

• Knowledge of complaint handling processes and financial regulations.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Annual performance-related bonus.
• 30 days of holiday plus bank holidays.
• Comprehensive wellbeing initiatives and parental leave policies.
• Access to share schemes and discounted shopping.
• Commitment to diversity, equity, and inclusion with dedicated support for disabilities and neurodivergence.