Experience manager Work, Jobs in Edinburgh (with Salaries)

Complaints Experience & Journey Lead
National Westminster Bank PLC —Edinburgh
- £61,000 - £91,500 a year
- Full-time
- Hybrid work
- Data analysis skills
- Hotel
- Financial services
- Annual leave
4d
General Manager
Western Nissan —Loanhead
- Up to £85,000 a year
- Full-time
- Management
- In-person
- Store discount
- Annual leave
Quick apply
11d
Operations Manager
Popeyes UK —Edinburgh
- £55,000 - £65,000 a year
- Full-time
- Casual dining restaurant
- Leadership
- Annual leave
- Employee discount
Quick apply
Investigations Team Manager
Lloyds Banking Group —Edinburgh
- £61,344 - £68,160 a year
- Full-time
- Hybrid work
- Continuous improvement
- Financial services
- Leadership
10d
Operations Manager
Specialized Signs Ltd —Newbridge
- £40,000 - £48,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Employee discount
Quick apply
Education Services Manager
Elisa Learning Services Ltd —Edinburgh
- £42,000 - £65,000 a year
- Full-time
- Supervising experience
- Education
- Bachelor's degree
- Health & wellbeing programme
Quick apply
8d
Service Manager
CrossReach —Edinburgh
- £49,802 a year
- Call to connect
- Management
- IT
- Leadership
- Employee discount
9d
Shift Manager
DPD Group UK —Edinburgh
- £40,000 a year
- Full-time
- Management
- Computer skills
- Communication skills
- Free parking
Quick apply
10d
Investigations Operations Leader
Department for Work and Pensions —Livingston
- £38,772 a year
- Overtime
- Hybrid work
- Presentation skills
- Travel
- Human resources
- Annual leave
- Employee assistance programme
2d
Operations Manager
Ember —Edinburgh
- £38,000 - £40,000 a year
- Weekend availability
- Hybrid work
- Bachelor's degree
- Flexible schedule
Market Insight Manager
Heriot Watt University —Edinburgh
- £37,694 - £47,389 a year
- Full-time
- Data analysis skills
- Presentation skills
- School
- Annual leave
- Flexible schedule
11d
Senior Policy Adviser
Ministry of Justice —Edinburgh
- £40,001 - £60,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Organisational skills
- Communication skills
- Annual leave
- Employee discount
2d
Suicide Prevention Officer
Change Mental Health —Edinburgh
- £30,768.10 a year
- Full-time
- Hybrid work
- Supervising experience
- Project management
- Travel
- Employee assistance programme
- Employee discount
Quick apply
1d
Shift Station Manager
Network Rail —Edinburgh
- £43,588 - £53,167 a year
- Full-time
- Management
- Customer service
- IT
- Annual leave
- Employee discount
1d
Compliance & Performance Manager
Equans —Edinburgh
- Full-time
- Microsoft Office
- Analysis skills
- Organisational skills
- Annual leave
- Employee assistance programme
8d
Cluster Operations Manager
Unite Students —Edinburgh
- Hospitality
- Leadership
- Annual leave
- Employee assistance programme
3d
Commodity Manager
NHS Scotland —Edinburgh
- £52,845 - £61,466 a year
- Monday to Friday
- Hybrid work
- Data analysis skills
- Contracts
4d
International Market Lead, Middle East
National Westminster Bank PLC —Edinburgh
- £50,480 - £75,720 a year
- Full-time
- Hybrid work
- Hotel
- Travel
- Banking
- Annual leave
252848 (CHA) Project Manager
NHS Scotland —Edinburgh
- £52,845 - £61,466 a year
- Day shift
11d
Business Management Trainee
Open Alliances Group Ltd —Edinburgh
- £28,000 - £33,000 a year
- Full-time
- Management
- Supervising experience
- Bachelor's degree
- Free parking
- Flexitime
Quick apply
8d

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Complaints Experience & Journey Lead

National Westminster Bank PLC -
Edinburgh

Apply Now

Job details

Permanent | Full-time
£61,000 - £91,500 a year
4 days ago

Benefits

Annual leave
Transport links
On-site parking

Qualifications

Data analysis skills
Financial services
Root cause analysis

Full job description

Location Edinburgh, United Kingdom

Salary £61,000 – £91,500

Job typePermanent | Contract typeFull Time

Remote / On-site Hybrid

You’ll spend some of your time at home, working with your team digitally. You’ll also regularly work at your office or hub to collaborate with your colleagues.

Managerial / Technical Lead

This is a general indication and doesn’t always reflect day-to-day responsibilities. Check the job description for full details.

#R-00280571

Job description

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Complaints Experience & Journey Lead

This is a rewarding opportunity to lead high-performing teams and create a culture focused on continuously improving customer and colleague experiences
You’ll own the end-to-end complaints journey, setting the strategy and acting as the custodian of customer and colleague outcomes
You'll be the voice of the complaints experience, with the scope to influence change at scale across the complaints ecosystem

What you’ll do

As our Complaints Experience & Journey Lead, you’ll own and shape the end-to-end complaints experience, driving insight-led transformation, journey redesign and continuous improvement. You'll use customer, colleague and complaints insight to identify pain points, remove friction and improve outcomes across the complaints journey.

You’ll deliver strong performance while balancing customer, colleague, commercial and regulatory priorities. Acting as a champion for the complaints experience, you'll help ensure decisions and improvement activity are focused on delivering fair, consistent and effective outcomes.

You’ll also be:

Driving root cause analysis and complaints insight, using data to identify themes, uncover drivers and prioritise improvement activity
Turning insight into action by working with senior leaders and journey owners to deliver sustainable improvements
Setting and prioritising the complaints improvement agenda, aligning investment and resources to the greatest customer, colleague and business opportunities
Leading training, competence and capability development, making sure the right skills, tools and frameworks support a high-quality complaints experience
Coaching and empowering Complaints Journey Managers to monitor performance, identify opportunities and deliver measurable improvements across the journey
Championing customer and colleague needs by reducing effort, removing friction and improving complaints outcomes end to end

The skills you'll need

To succeed in this role, you’ll bring a strong understanding of the Financial Services sector, alongside deep expertise in complaints, customer journeys and the regulatory environment. You’ll be passionate about understanding customer and colleague experiences, using insight to shape strategy, driving meaningful change and improve outcomes at scale.

We’ll expect you to have strong expertise in complaints insight, data analysis and root cause methodologies, turning insight into measurable improvements through targeted journey and process enhancements.

You’ll also need:

Experience working across business, product and functional teams to deliver sustainable change
Experience leading end-to-end complaints, customer experience or journey transformation at scale
A proven track record of identifying customer and colleague pain points and delivering sustainable solutions
Experience embedding training, competence and capability frameworks within a regulated environment
Proven ability to drive customer-centric change across processes, systems and colleague experience
The ability to simplify complex challenges and competing priorities, turning them into clear and actionable strategies

Your benefits breakdown

Here’s a quick look at what your pay package and annual leave could look like if you get accepted for the role. We have a wide range of benefits to support you in your working life and beyond.

Please note, the presented benefits packages are based on the minimum base salary.

Tap each segment for details.

Your pay package

Your leave allowance

30 days Annual leave You’ll also have the opportunity to purchase up to 5 additional days off.

3 days Volunteering Take time off to support the causes you’re passionate about.

3 days Training Take time to build the skills you need to grow your career.

Total rewards package

Welcome to our Gogarburn hub

Set in large grounds including beautiful woodland, Gogarburn offers a conference centre, a business school with hotel bedrooms, a restaurant, relaxing zen gardens, onsite parking, and excellent transport links.

Key facts:

Surrounded by 85 acres of woodland
Our carparks provide electric vehicle charging
Opened in 2005

Apply Now

Refine Your Search

experience manager jobs in edinburgh

Complaints Experience & Journey Lead

General Manager

Operations Manager

Investigations Team Manager

Operations Manager

Education Services Manager

Service Manager

Shift Manager

Investigations Operations Leader

Operations Manager

Market Insight Manager

Senior Policy Adviser

Suicide Prevention Officer

Shift Station Manager

Compliance & Performance Manager

Cluster Operations Manager

Commodity Manager

International Market Lead, Middle East

252848 (CHA) Project Manager

Business Management Trainee

I want to receive the latest job alerts for experience manager in edinburgh

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The skills you'll need

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Your leave allowance

Total rewards package

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