Head of Customer Experience Location: Bournemouth or Stockport Salary: £Competitive + Bonus + Benefits Closing Date: Friday 19 October 2018 Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do. Our VISION is to be the BEST health insurer in the UK We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers. Overall Job Purpose The primary purpose of this role is to understand our customer’s needs and priorities, industry advances and Vitality’s capabilities to translate our Customer Advocacy strategy into a tangible, credible business plan and articulate what is required to make this happen. The successful candidate will be an intellectual CX leader focussed on building data and insight from all Vitality UK interactions with members, advisers and group scheme administrators in order to challenge, improve and develop truly customer centric journeys and experiences. Accountabilities Overall accountability for the customer experience and journey design across the UK Vitality Group that covers: Owns the Voice of customer and survey strategy across the UK Vitality Group Identify key touchpoints in the respective customer journeys and develop appropriate strategies for consistent application across the UK Vitality Group Leads the transition of the strategy into a business plan and its mobilisation for improvement Provide clear leadership to the strategy and insight teams to build a high performing team of recognised CX experts across the UK Vitality Group Be obsessed about the customer and be passionate about the user experience. Ensure that the UX and marketing teams responsible for building innovative and exceptional customer experiences are well informed of the customer needs and potential pain points Provide an independent voice in business discussions that impact customer experience and ensure that the customer impact is always considered Ensure the measurement of Customer Experience across each journey and the collection of qualitative and quantitative VoC data from every customer cohort Ensure consistency in the methodology and metrics used to measure CX across the Vitality Group Creation of a quarterly insight pack that highlights the key areas of pain felt by our respective customer cohorts and identifies actions required to resolve across the Group Manage the proactive approach to external reviews including Trustpilot and Google Establishing relevant and recognised external benchmarking and ownership of Group Operations CX award strategy. Identify, understand, oversee and optimise all customer interactions across our business processes to drive advocacy and loyalty Support the Business Performance Director in prioritising the investments most likely to result in meaningful differentiation in customer experience. Measure Return on Investment of Customer Experience improvements Influence and educate senior leaders in the discipline and benefits of well executed CX improvement. Continual drive to remain industry leading in all CX knowledge and continuous improvement disciplines. Skills Required Qualifications Essential • Degree or relevant professional CX qualification Desirable • Membership of a Customer Service or Customer Experience professional institution Experience Essential • Minimum of 3 years’ experience in successful delivery of CX improvement initiatives • To be successful with this role, you will be certified in a recognised CX qualification or currently working through the certification level • Experience in successfully managing and delivering strategic change via proven operational continuous improvement methodologies to enhance the Group wide customer experience. • Experience working well in a highly pressurised environment with the ability to oversee the delivery of a number of high profile strategic initiatives at the same time. • You must be able to demonstrate exceptional leadership skills and be able to influence at all levels particularly the C-Suite. Previous experience of managing teams and coaching support staff is also essential. Desirable • Experience working within PMI or Financial Services Industry Skills • Able to convert technical information to audience appropriate communication. • Must have analytical and diagnostic skills with working knowledge of CX tools (Time Studies, Journey Mapping, Emotion Needs Mapping, etc.) • Question processes, strategy and outputs • Make decisions & solve complex problems • Build trusted partnerships and become a trusted advisor to the Vitality Group Senior Leadership • Manage conflict & trade offs • Instil confidence in others • Excellent written and oral communication skills, group presentation skills, computer proficiency (including Excel and Word). • The ability to influence key decision makers in respect of proposed strategic changes. Attributes • Having a sound grasp of the company’s business plans • Ability to understand the Group Strategy as well as the individual business strateges. • Solution and detail oriented • Able to work to tight deadlines and under pressure • Flexible and adaptable • Self-starter, able to work with little or no supervision using initiative. • Acting professionally and as a role model • Able to work effectively alone or as part of a team • Positive thinker with a “can-do” approach to business. • Ability to respond to, support and initiate change in a positive manner • Customer focused, able to deliver on their promises to Internal and External customers Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.