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We are seeking a seasoned Programme Lead to deliver on a critical initiative aimed at optimising customer journeys within the commercial and tax customer divisions. The newly implemented onboarding system has shown suboptimal results, with manual processes contributing to a decline in NPS (Net Promoter Score) and concerns about misalignment with business objectives.
This high-impact project, reporting directly to key executives including the CEO, requires a deep review and redesign of customer journeys with a specific focus on integrating credit risk management. The objective is to drive customer satisfaction and operational efficiency, with the outcome set to either significantly improve or challenge the current state.
Key Responsibilities:
- Lead the redesign of customer journeys across commercial and tax divisions, integrating credit risk and Line of Management (LoM) input
- Collaborate closely with the technical team in an agile environment to manage backlogs and ensure seamless delivery
- Facilitate high-level stakeholder engagements and manage C-suite relationships, including presenting directly to the CEO
Skills & Experience Required:
- Proven experience managing C-suite stakeholders, particularly engaging with CEOs
- Expertise in credit risk, risk management processes, and AML regulations
- Experience working within Consumer Duty compliance
- Strong proficiency in agile methodologies and backlog management
This role offers an opportunity to make a substantial impact on customer satisfaction and operational outcomes. In order to be considered you must have proven delivery experience within Financial Services demonstrating the above outputs
