Senior Customer Proposition & Experience Manager – London | Hybrid | Competitive Salary + bonus + benefits

My client, a leading private bank is investing heavily in its future customer proposition and customer journey experience. This is a newly created role sitting within a new Strategy team where you'd be working closely with senior leadership and stakeholders across the business.

The Role

This is a hands-on customer strategy and customer experience position spanning:

1. Customer listening, research and insight – NPS, satisfaction, market research, customer feedback and external insight
2. End-to-end customer journey design across private banking and digital, identifying pain points and opportunities for improvement
3. Customer proposition development, understanding customer needs and shaping how the organisation should serve priority segments
4. Journey prioritisation and governance, ensuring investment is focused on the areas that will deliver the greatest customer and business value

The biggest immediate priority will be strengthening the organisation’s customer listening and insight capability, bringing together different sources of customer feedback and data to create a clear view of what customers need and where the experience needs to evolve.

About you

We're looking for someone who has:

1. Strong experience across Customer Experience, Customer Insight, Proposition, Coustomer Journeys or Customer Strategy within private banking, wealth management, banking or financial services
2. Proven experience using customer research, data and feedback to identify and prioritise customer experience improvements
3. Strong end-to-end customer journey design experience, ideally across both physical/relationship-led and digital channels
4. The ability to move from customer insight through to proposition, journey design and practical execution

We're looking for someone with strong industry experience who has actually shaped customer propositions and experiences. If you're excited by the opportunity to help shape how an established financial services organisation understands its customers and delivers its future customer experience, please get in touch!