Customer Experience Owner
(An Post Retail)
Role Purpose
The Customer Experience (CE) Owner is responsible for delivering a best in class experience for our Financial Services Customer. As a customer obsessed individual, you will drive improvements in experience across digital and physical channels, be responsible for ensuring the overall proposition is distinct, relevant and compelling and drive the necessary change to ensure An Post Money is delivering for our customer.
As CE Owner you will be the lead for the Customer Experience Fusion Team, leading the initiative and driving its road-map to align with the overall business vision. You will drive our vision to be the most user friendly differentiated FS proposition available in the Irish market working in collaboration with key stakeholders across product / digital and technology teams.
You will own and drive an overall experience roadmap, defining the priorities for the team, deliver service and CX enhancements and identify any proposition gaps. You will leverage customer listening posts to drive the roadmap of change ensuring alignment with ongoing initiatives and collaborating closely with other teams to translate customer needs, user feedback, and business value into business requirements.
Responsibilities
The principal responsibilities associated with the role include, but are not limited to the following:
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Aligning key resources for the Fusion Team uniting the business around the customer and setting the team up for success.
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Setting an ambitious and clear experience vision, aligned to key business goals and effectively communicating it to stakeholders. Developing business cases and tracking delivery of value.
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Leveraging key resources through data to identify opportunities for optimisations and drive decision-making.
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Ensuring that all core propositions are tested forensically and optimisation insights are documented into relevant roadmaps, prioritised and delivered within agreed timeframes.
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Leading the initiative roadmap and collaborating with stakeholders to obtain necessary resources or commitment to successfully deliver initiatives.
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Managing key listening posts and set-up as well as the facilitation of customer panels, working with the insights Team on qualitative and quantitative research, ethnographic interviews, ad-hoc research.
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Advocating and demonstrating An Post’s values and behaviours in your day to day work and addressing behaviour that supports/conflicts with them.
Knowledge & Experience
You will have a robust Customer Experience background including a track record of delivering experiences, (including features, benefits and new processes) to improve customer and business value across channels, preferably with Omni-channel experience. You possess a passion for challenging the status quo and an innovative mind-set, actively seeking new solutions and driving out-of-the-box ideas.
You are an excellent communicator with a proven track record in effective stakeholder management, experienced in running agile teams and demonstrate strong project management skills. Using your exceptional problem-solving abilities, you are capable of managing and leading a team to drive solutions and progress.
You will hold a degree in a Business related subject and have 5+ years working in Customer Experience preferably in Financial / Fintech industry.
Critical Competencies
(The following competencies are critical to the delivery of results and/or to superior performance in this role)
- Customer and Quality Focused
- Influencing and Gaining Commitment
- Decision Making/Judgement
- Innovation
- Problem Solving and Analysis
About the Benefits
In addition to a highly competitive remuneration package we offer access to the following:
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An Post Company Medical Scheme
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An Post Pension Scheme
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PRIP Bonus Scheme
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Paid Maternity Leave
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Paid Paternity Leave
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An Post Employee Assistance Programme
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Digital gym with daily scheduled workouts
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Secure on-site bicycle parking & Cycle to Work Scheme
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Tax Saver Travel Pass
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City centre location
How to Apply?
We welcome all interested candidates to submit a detailed CV to talent@anpost.ie by 5.00pm on 14th September 2023.
At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. An Post is committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact us at (01) 705 8329 or email talent@anpost.ie.
About An Post
An Post is one of Ireland’s leading organisations, offering financial and postal services as well as being a trusted gateway to government services. We are transforming from the old world of traditional letters and cash to the new digital world of e-commerce parcels and financial services.
An Post’s core purpose — to act for the common good, improving the lives of people in Ireland, now and for generations to come — is aligned with the United Nations Sustainable Development Goals, putting sustainability at the centre of everything we do. Corporate Social Responsibility plays a pivotal role at An Post as we focus on developing long-term sustainability. Diversity and Inclusion are also embedded in our strategy, as we continuously evolve to be representative of our employees and the communities we serve. Read more about our strategy and our progress today!