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The Customer Experience Director is responsible for ensuring all elements that influence the experiential offer to Royal London Asset Management (RLAM) shape a customer-focused service culture across the national UK portfolio. The role focuses on customer experience and provides strategic and operational direction in setting benchmarks for services delivered by other department heads and their teams. Through their approach, they will foster collaboration and boost productivity.
Working as part of the Senior Leadership Team the Customer Experience Director ensures that all service partners and teams work cohesively to reflect RLAM's vision and ambition. The role requires the development and implementation of customer experience strategies that support RLAM's Customer Charter, Brand, and Values. They will be required to work closely with other stakeholders as well as service partners appointed by RLAM across the portfolio.
Develop and prepare annually a draft CX Business Plan incorporating portfolio and sector learnings, aligned with RLAM's business planning cycle, including proposed Optional and Additional services with associated costs for RLAM approval prior to implementation.
Using a range of CX practices, design and deliver enhanced customer and employee experiences, refining services, streamlining workflows, and optimising operation touchpoints.
Oversee and ensure CX training is provided to all individuals working across the RLAM portfolio, whether directly employed by JLL or through 3rd party JLL Framework Service Partners, ensuring consistent application of CX principles across the entire service delivery network.
An experienced customer experience professional with a proven track record in embedding CX principles to be used as the vehicle of change, service consistency, and establish a culture of continual improvement.
Location:
On-site –London, GBR
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
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