CX job of the week: BNP Paribas

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

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This week: Head of Customer Experience – BNP Paribas –  Swindon, UK / Hybrid

Banking juggernaut BNP Paribas, is looking for an experienced customer experience professional to fill their brand new strategic role that will see the reole-holder and their team leading the charge as CX champions, and continue to review and transform customer experience through the introduction and transformation of customer journeys, and leading the capture and response to customer insights.

Responsibilities

• Ensuring that Net Promoter Score (NPS), Post Event Surveys (PES) and other customer/partner insight surveys are planned and delivered.
• Collate customer survey insights and specific root cause analysis, which will help drive changes in the customer journey.
• Working locally and with Corporate Centre in Paris, you will introduce a customer journey framework that aligns process transformation with BNP's new approach and advocacy model.
• Help embed a culture of continuous improvement across all journey makers.
• Key stakeholder in defining, enabling the delivering of annual targets for survey coverage and performance levels.
• Taking the insights from customer surveys and complaints feedback, and enabling associated business change, with a small root cause analysis team, to support this activity.
• Local Process Owner for the Complaints process in the UK, working with Corporate and Local Business Owners to implement strategy and drive people, process and system change.

Requirements

• Ability to develop meaningful strategic relationships.
• Track record of dogged passion for customers. 
• Demonstrate specific success in identifying and then delivering strategic Customer journey transformation.
• 'Champion of the customer' mentality.
• Proven strategic success.
• Leadership credentials.
• Politically savvy.
• Relationship expert with finely tuned influencing skills. 

For further information and to submit an application, visit the BNP Paribas job board.