Client Experience Manager

Job description

NOTE

This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man. We're looking for a highly motivated Client Experience Manager to help shape and enhance the end-to-end client journey across our business. This is a new opportunity for an seasoned client experience professional who thrives on turning client feedback, operational data and insight into tangible improvements. You'll play a key role in identifying client pain points, uncovering root causes and working collaboratively across the organisation to deliver sustainable, measurable enhancements to the client experience.

The role is focused on driving improvement and change, rather than traditional customer service management.

Qualifications

Key Outputs Turn client feedback, complaints and service data into actionable insights that improve client outcomes. Identify root causes of client pain points and drive sustainable end-to-end journey improvements. Champion the Voice of the Client across the organisation, ensuring client needs are reflected in decision-making. Influence and collaborate with stakeholders across multiple business areas to deliver measurable change.

Produce meaningful reporting and recommendations that support continuous improvement and enhance the client experience.

Qualifications

Degree-level qualification in Business, Customer Experience, Financial Services, or a related discipline is desirable. Professional qualifications or certifications in Customer Experience, Continuous Improvement, Lean, Six Sigma, or Change Management would be advantageous. Evidence of ongoing professional development and a commitment to delivering exceptional client outcomes.

Experience

We're looking for someone with experience in customer or client experience, ideally within financial services or another regulated environment.

You should be able to demonstrate experience in: Improving customer or client journeys and service processes. Using customer feedback, complaints and performance data to identify improvement opportunities. Conducting root-cause analysis and implementing solutions that enhance the client experience. Working collaboratively across teams to deliver change and continuous improvement initiatives. Producing and presenting insights, reports and recommendations to stakeholders.

Experience of CRM platforms such as Salesforce and continuous improvement methodologies would be advantageous. Behavioural Competencies Providing Insights Examining Information Understanding People Making Decisions Articulating Information

Technical Competencies

Customer Understanding Heart of Customer Experience Mind of Customer Experience Risk Awareness, Management & Strategy #SBO