Senior Manager - Customer Experience/Obsession - NBFC

The role controls levers that keep BFL cross sell products & customer experience ahead of competition ensuring customer life cycle value leading to financial profitability for businesses

Responsibilities:

1 Lead the NPS initiative across all B2C businesses and deliver NPS metrics

2 Develop, implement and deliver a comprehensive governance plan on Customer communication.

3 The role mandate is to create a simple and straightforward set of products, with the appropriate process that attract new customers and retain existing customers

4 This role is accountable for the continual evolution and development of products, proposition and service standards.

5 Ensuring our products, proposition and service standards are delivered to this purpose and achieve our commercial plans, including sales plan, in line with our values.

6 Working with the broader marketing, operations and service teams and wider business these standards are well communicated within clear and compelling propositions.