AddressAre you a ground-breaking leader passionate about redefining customer journeys through data-driven insights and operational excellence? Do you excel in multifaceted environments, inspiring change and going above and beyond? Sopra Steria invites you to join us as the Head of Insight & Excellence, leading our efforts to support one of the UK's largest financial service providers.
Following a significant contract win in late 2023, we will support 25 million customers of one of the UK's most trusted financial service providers. We strive to improve every step of their customer journey, from account opening to service modifications and closures, ensuring seamless and outstanding experiences across all channels.
As the Head of Insight & Excellence, you will be a key member of the senior account team, nurturing a customer-centric culture and leading initiatives to exceed performance targets. Your role will involve demonstrating data and analytics to optimise operational efficiency and customer happiness, and driving continuous improvement through strategic projects.
We can offer great career progression opportunities, ability to be based anywhere across the UK, benefits which you can flex to meet your needs and training and development opportunities.
What you will be doing:
- Lead all aspects of customer journey improvements, measure effectiveness and efficiency, and enhance quality to drive Trustpilot, CSAT, and NPS scores.
- Align supply and demand through strategic resource planning for peak periods and key events.
- Advocate for lean methodologies, ensuring staff are educated and processes are optimised.
- Lead change initiatives, including automation and project pilots, ensuring alignment with customer experience goals.
- Provide product feedback in collaboration with the Head of Partnerships and Collaboration.
- Inspire and coach teams to deliver exceptional customer experiences and performance.
- Make sure compliance with regulatory standards and mitigate operational risks.
What you’ll bring:
- Solid understanding of contact center operations, with experience in leading change and resource planning.
- Highly analytical with the ability to communicate sophisticated data compellingly.
- Shown leadership skills with a customer experience focus.
- Ability to influence senior partners and operate within a multi-supplier model.
- A proactive, determined mentality with a passion for delivering exceptional customer experiences.
- Commercial awareness, balancing customer and business needs.
It would be great if you had:
- Experience working within a regulated environment such as Financial Services.
- Superior critical thinking, decision making, and problem-solving skills.
- If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Employment Type: Full-time, Permanent
Location: Anywhere
Security Clearance Level: SC
Internal Recruiter: Michael
Salary: £78,000 - £99,000
Benefits: £6,600 car allowance, 25 days annual leave with the option to buy additional days, private medical (couple), life assurance, pension, and generous flexible benefits fund
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
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Our Specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.
Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep aHead of the competition, and safeguard their systems from evolving business and technology risks.
