Customer Empathy Lead

Skipton Building Society, Burnside, Craven

Customer Empathy Lead

Salary not available. View on company website.

Skipton Building Society, Burnside, Craven

  • Full time
  • Temporary
  • Onsite working

Posted 5 days ago, 28 Jan | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

job Ref: 54b87a9543f74725969cdb0761f78a0f

Full Job Description

We have an exciting opportunity for a Customer Empathy Lead to join us for a 12 month fixed-term maternity cover contract, to identify, lead and work with stakeholders to deliver key initiatives to improve the customer experience, particularly for those with accessibility needs. Who Are We? Not just another building society. Not just another job. We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members. Our colleagues say Skipton's a great placeto work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we'll help you take the next step towards a better future. You will collaborate with various teams and subject matter experts across the business such as Customer Experience, Customer Relations, the Vulnerable Customer team, ensuring accessibility and empathy is considered within all journeys/processes and changes related to them. You'll offer support, guidance and advice as needed to all you work with, bringing to life any potential challenged customers may face. Sound good? We'd love to hear from you! What Will You Be Doing?

  • While in role, you'll have the opportunity to contribute to and lead working groups where customer accessibility improvements are needed. You'll influence colleagues at all levels around the business to ensure the most appropriate solution is developed. To compliment this, you'll deliver exciting & informative training and guidance inspire and educate internal colleagues.
  • You'll bring your experience of external environment and keep up to date with market changes with regards to empathy across financial services and other related industries. Assess the impact on the 'as is' and recommend any enhancements or developments.
  • You'll support the colleague D&I agenda, particularly the Disability network by bringing knowledge and guidance as the customer subject matter expert. You'll be confident in working alongside external partners/stakeholders on all things Empathy, and managing relationships and products accordingly, while planning and managing the Empathy budget and spending it efficiently and with the greatest benefit.

    Are you passionate about delivering best-in-class empathy and accessibility for our customers? Could you be our internal subject matter expert and use your experience to advise on best practice and implement change for our members? If so, read on..., A customer focused mindset, and ability to put yourself into their shoes, whatever their needs
  • Effective andconfident communication across all forms of media with internal and external stakeholders
  • Ability to evaluate and measure the performance of initiatives through commercial balance based on good customer outcomes and commercial success
  • Ability to excite, influence, engage and work in partnership with senior stakeholders, and large teams
  • Create ideas and develop them through to delivery, or into the relevant workstreams
  • Empathise with customers and stakeholders, striking the right balance between both
  • Self-driven and directed, working well with autonomy and setting the Empathy agenda
  • Contribute to National days and events regarding all things Accessibility/Empathy, making them relevant for colleagues at Skipton
  • Knowledge
  • Knowledge of the UK financial services product marketplace
  • Knowledge of accessibility and disability - and how it is used in practical terms in Financial Services and other industries
  • Ideally, knowledge of Accessibility related third parties such as Business Disability Forum, SignVideo, AccessAble
  • Experience
  • Leading and delivery of initiatives
  • Development of business cases which include cost vs benefit analysis
  • Pitching ideas to various working groups
  • Stakeholder management
  • Working in a 'customer first' environment, Disability Confident
  • About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

    Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space. We have a range of other benefits available to you including;
  • Annual discretionary bonus scheme
  • 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
  • Holiday trading scheme allowing the ability to buy and sell additional annual leave days
  • Matching employer pension contribution (up to 10% per annum)
  • Colleague mortgage (conditions apply)
  • Salary sacrifice scheme for hybrid & electric car
  • A commitment to training and development
  • Private medical insurance for all our colleagues
  • 3 paid volunteering days per annum
  • Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
  • We care about your health and wellbeing - we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

  • Facebook

About this company

Skipton Building Society

View full company profile

None

Get new jobs for this search by email

Similar jobs for you

Venue Sourcing Specialist

Salary not available. View on company website.

BCD Travel,

  • Full time
  • Permanent

Apply on company site

Posted today, 3 Feb

Group & Event Sales Manager

Salary not available. View on company website.

Hyatt Corporation,

  • Full time
  • Permanent

Apply on company site

Posted 1 weeks ago, 24 Jan

Senior Director, Sales Engineering - EMEA

Salary not available. View on company website.

Fastly, Inc.,

  • Full time
  • Permanent

Apply on company site

Posted 2 weeks ago, 17 Jan

Customer Service Representative

Salary not available. View on company website.

Sitel,

  • Full time
  • Permanent

Apply on company site

Posted 1 weeks ago, 24 Jan

Digital Adoption Manager

Salary not available. View on company website.

Dynamic Planner,

  • Full time
  • Permanent

Apply on company site

Posted 2 days ago, 1 Feb