Client Experience Manager

About the role

As a Client Experience Manager you will shape and embed customer‑centric standards across a defined business area, ensuring seamless, high‑quality service at every touchpoint. You will work closely with operations, product, compliance and other stakeholders to translate insights into actionable improvements.

Key responsibilities

• Develop and lead client experience frameworks that deliver financial benefits and positive customer impact.
• Lead CX meetings, strategy sessions and the execution of initiatives aligned to the enterprise CX strategy.
• Analyse client feedback, complaints and service metrics to identify improvement opportunities.
• Partner with Operations, Channels, Product and Compliance to resolve experience breakdowns and ensure adherence to TCF principles.
• Track and report on client experience performance, trends and outcomes.
• Own and continuously improve key client journeys, service touchpoints and experience standards.

Required profile

• Bachelor’s degree in Customer Experience, Business Management or a related field.
• 5–7 years of experience in client experience, service management or customer‑focused operations.
• 2–3 years in a supervisory or leadership role.
• Proven track record of improving customer journeys and satisfaction metrics.
• Experience working with cross‑functional stakeholders in a regulated environment.

What we offer

• Opportunities to network and collaborate across a diverse talent team.
• A challenging working environment that encourages innovation.
• Support for ethical conduct, curiosity, inclusion and personal initiative.