Customer Experience & Insights Team Lead, Belfast

Location/Office Policy:  Belfast / Hybrid

• Are you passionate about creating a positive impact on customer experience, championing the needs of customers?
• Do you enjoy analysing customer data to gain insights into customer behaviour and drive change?
• Do you thrive in developing and bringing out the best in people?

What is the Role:

Understanding what our customers are telling us and the experience they have is key to supporting the bank in meeting customer needs, expectations, and perceptions with the goal of delivering good customer outcomes that build customer loyalty and drive business success.

Reporting to the Head of Conduct & Customer Experience, a vacancy now exists for a motivated, dynamic individual to develop and lead a team dedicated to driving the Customer Experience agenda across AIB UK. The successful candidate will have a diverse skill set, being able to strike a balance between recommending strategies / improvements to meet the evolving needs of our customers, elevating the customer experience and ensuring we achieve our business goals.

We are looking for an experienced individual who can lead out on our Customer Experience agenda by analysing customer data and extracting actionable insights to anticipate customer needs and drive strategic decisions. The successful candidate will be able to articulate the value of customer experience initiatives to stakeholders and translate customer data into compelling narratives through production of robust MI including a quarterly dashboard.

The role holder will lead a team based in Belfast and offers the successful candidate unique opportunities to work across the business in the UK as well as with colleagues in AIB Group supporting our value of ‘Put Customers First’.

Key Accountabilities:

1. Analyse customer feedback and data to identify improvement opportunities ensuring the customer is at the centre of our decision-making.
2. Working closely with senior stakeholders, support in creating a powerful customer experience strategy aligned to the bank’s purpose, strategic priorities, and values through evidence-based initiatives
3. Develop detailed customer dashboards in order to profile customer activity, transactional behaviour, channel, and product usage and demonstrate where the bank is achieving good customer outcomes in support of our Consumer Duty obligations
4. Monitor customer metrics and report on CX performance through the bank’s Voice of the Customer programme and CMA results.
5. Using a blend of customer insights, market research, and internal MI, provide a deeper and more holistic understanding of customers, sectors, and segments by focusing on what matters most to customers.
6. Collaborate with cross-functional teams to understand and anticipate any challenges that arise from a market, business, and technological perspective.
7. Chair the Customer Experience Forum to drive and prioritise continuous improvements in our customer journeys across AIB UK
8. Key point of contact for relevant Third-Party Service Providers
9. Lead and develop a motivated, cohesive, and collaborative team that delivers the customer and people strategies, and role models our cultural ambition.

What you will Bring:

1. Excellent interpersonal, leadership and communication skills to effectively interact with key stakeholders and confidently convey ideas and feedback.
2. Proven ability to analyse and interpret a range of information to derive meaningful insights to inform key strategic decisions and drive change to enhance the customer journey and outcomes.
3. Ability to shape and positively influence culture and strategy at an organisational level.
4. Problem solving skills – be able to easily identify and recommend solutions to customer issues, resolve conflicts, and find creative solutions to pain points.
5. Minimum 5 years’ experience in a senior customer service role or customer experience management
6. Proficiency in using customer experience tools and data analytics.
7. Proven track record in managing, leading, motivating and developing a high performing team to achieve stretching goals.
8. Knowledge of Regulation including FCA Consumer Duty
9. Degree level / Certifications in Customer Experience management are advantageous.

Why Work for AIB 

We are committed to offering our colleagues choice and flexibility in how we work and live and 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.

Some of our benefits include:

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

1. Business & Customer Knowledge and Insight - Demonstrates ability to discover, develop and apply compelling customer insights, such as knowledge of customer's product preferences, business strategy or challenges, to generate recommendations for customer-centric solutions and/or product development.
2. Negotiation and Influence - Engages in discussion to reach an agreement and create outcomes, affecting the action, behaviours, or opinions of others.
3. Data Analysis - Collects, analyses, and interprets data to reach conclusions and/or present insights and findings.
4. Technical Communication and Presentation - Communicates with clarity and precision, presenting complex information in a concise format that is audience appropriate.
5. Multi-tasking & Prioritisation - Adapts to rapidly changing events and environments while accurately judging priorities and keeping track of details.
6. Drives Vision & Purpose - Painting a compelling picture of the vision and strategy that motivates others to action.

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 are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at  careers@aib.ie

Closing Date Tuesday 26th November 2024

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.  

Closing Date Tuesday 26th November 2024