Head: Client Experience

Through our client-facing brands and our other specialist brands, Momentum Group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses.

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Lead the design and execution of the Client Experience Value Propositions and Insights portfolio to ultimately support the Momentum Investment Strategic Business objectives. This role is responsible for establishing and overseeing a client-first approach for Momentum Investments and drive efforts to assess and elevate experiences at each touchpoint across the Advisor & Client journey.

Requirements

• Relevant degree
• Masters accreditation hugely advantageous with application experience
• At least 10 years’ experience in leading a service- or client-facing team or a CX team with known impact
• Experience in cross-functional team collaboration and management
• Influencing skills to ensure that the direction of decisions can be influenced to put the client outcome and experience at the heart of the discussion or decision
• Experience in the design of client experience as well as driving changes towards a client focus
• Commercialisation of client experiences
• Analytical experience across various business domains

Duties & Responsibilities

• Research and assess current and future client experience strategies as it relates to Momentum Investments Retail and Institutional proposition and its capabilities to deliver solutions to these. A deep understanding of the requirements and market realities for each business unit is required.
• Develop a deep understanding of the competitor landscape as it relates to service and client experience and utilise these insights to enhance the service journey of MI.
• Analyse customer feedback and data to identify areas for improvement (and ensure a reliable consistent measurement tool to listen to our clients) across MI. The CO team will be the driving force to ensure client satisfaction can be improved.
• Develop a client strategy that delivers revenue growth, compelling client experience management (CXM) strategy to drive growth—by boosting client retention, cutting churn, and encouraging referrals from profitable clients.
• Collaborate with cross-functional teams to ensure a seamless customer journey (including Channel teams, IFA’s and clients) when ‘new’ is build.
• Provide CX thought leadership and drive best practice across MI.
• Build or acquire tools to monitor customer interactions and resolve escalated issues promptly.
• Implement customer feedback mechanisms to measure satisfaction and loyalty.
• Stay updated on industry trends and best practices in customer experience management.
• Optimise client experience by striving for a consistent and competitive experience on all channels (existing and new) provided by MI to the client e.g. app, service centre etc.
• Consult with the business units to give input and/or guidance on current processes to ensure that redesigned solutions are designed and delivered to meet client needs (where possible).
• Drive change management interventions across MI to assist the business in moving towards a more client centric approach and ideally deliver on a consistent experience per market segment.
• Drive client loyalty by a purpose-led and data-led strategy and capability by collaborating with the business units in MI and their service leads.
• Be the driving force behind building a client-centric culture—at all levels of the organisation. The Head of CX is a client advocate. That means they’ll be the voice always defending the perspective of the client.
• Build a 360-degree view of the client. The Head of CX will be the person driving a deeper understanding of client needs, satisfaction, and their overall experience. Generate a complete view of the client, including their needs, expectations, and perceptions of their experiences with the company, and communicate these insights. Start with establishing client journey’s that are relevant for teams to use.
• Support the service teams within the business units in optimal CX delivery. Whether that’s providing information, securing technological support, or improving employee experience, the Hea dof CX will need to know how to help employees to deliver the best client support possible.
• They play a crucial role in enhancing customer satisfaction, loyalty, and engagement at all stages of the customer journey.
• Establish intuitive and accessible survey tools to assess client needs, expectations, preferences, and perceptions of their experiences.
• Bring the voice of the client into technological advancement decisions like AI and machine learning.
• Establish Data capabilities & dashboards for the business to use to enhance client experience.

Competencies

• Commercial thinking & business acumen
• Client/stakeholder management
• Drive for results
• Strategic thinking and developing strategy
• Decision making
• Leadership impact and influence
• Emotional maturity
• Leading change and innovation