Sector -

Financial Services

Discipline -

Change & Transformation, Finance, Project Management , Customer Experience

Interim Change Manager - Customer Experience

The Role

Six month role for a Change Manager with good knowledge of retail financial services (ideally banking) to undertake a number of projects relating to improving the customer experience through every touch point (contact centres, branches, etc).

The role requires experience of running continuous improvement projects which may have involved using six sigma for business process re-engineering in contact centres where there is direct contact with the customer, branch networks and administration centres - all of which have contact with the customer. Projects of change will include everything from processing applications for products, dealing with account queries, collections and recoveries, new products and services launched through branches etc.

The successful candidate must have good experience of change projects and will be able to deliver a number of changes which will lead to an improved customer service across all areas and which will comply with TCF as well as the overall objectives of this bank to be at the forefront of customer service. Good knowledge of managing projects of change in this area across business process, people and technology is essential as is the ability to manage a wide range of stakeholders.

Your CV will be forwarded to: Angela Hickmore, 020 7079 3737

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