Customer Experience

Our Client is a leading consumer financial services business, providing credit and related products (such as store/credit cards, personal loans, digital credit and insurance) to customers through major retail partners and digital channels. The business model combines retail finance and financial services, with a strong emphasis on digital applications, self-service experiences and partner-led customer journeys at checkout, in-store and online.

The Customer Experience Lead owns the end-to-end customer and user experience across products (card, loans, insurance, digital self-service) and channels (web, app, partner retail, contact centre).

The role sits at the intersection of CX, UX and Product, with clear accountability for measurable improvements in satisfaction, effort, conversion, adoption and retention.

Key Responsibilities:

1. Customer & User Journey Design

2. Map and maintain end-to-end journeys from awareness → application → onboarding → usage → servicing → retention.

3. Define target-state journeys and UX flows, with clear success metrics per journey (for example, application completion rate, onboarding completion time, first-contact resolution).

4. Identify "moments of truth" and friction points, and translate them into a prioritised improvement backlog.

5. UX-Led Optimisation of Digital Channels

6. Work with UX/UI, Product and Digital teams to design and optimise web, app and portal experiences that are intuitive, accessible and mobile-first.

7. Use UX methods (usability testing, A/B tests, heuristic reviews, prototypes) to validate design decisions and quantify impact.

8. Standardise interaction patterns and visual language to improve consistency and ease-of-use.

9. CX & UX Metrics and Insight

10. Define and maintain a CX/UX scorecard, including NPS, CSAT, CES, conversion, abandonment, digital adoption and retention/churn.

11. Partner with Analytics to build dashboards and regularly review results, turning data into specific design and journey changes.

12. Voice of the Customer & User Research

13. Lead VoC and user research (surveys, interviews, usability tests, customer forums, in-app feedback).

14. Analyse complaints and service data to identify recurring pain points, root causes and improvement themes.

15. Combine qualitative insights with quantitative metrics to prioritise initiatives based on impact.

16. Cross-Functional Collaboration & Roadmap

17. Collaborate with Product, Digital/UX, Marketing, Retail Partnerships, Operations, Risk & Compliance to deliver a coherent omnichannel experience.

18. Own the CX/UX improvement roadmap: define objectives, success metrics, timelines and test plans for key initiatives.

19. Run pilots and test-and-learn experiments, scaling successful solutions across products and channels.

20. CX/UX Standards, Culture & Leadership

21. Define CX/UX standards and guidelines for digital journeys, communication and service behaviours.

22. Enable front-line and partner teams through playbooks, training and ongoing feedback loops.
23. Report regularly to senior leadership on CX/UX performance, experiment results and ROI of initiatives; support business cases for further investment.

The role's success is measured by:

• Customer sentiment: Higher NPS, CSAT and CES across key journeys.
• Digital experience: Less drop-off, faster and more successful completion of key digital tasks, and greater adoption of self-service channels.
• Commercial impact: Better conversion, stronger engagement and retention, and more effective cross-/up-sell.
• Operational efficiency & partners: Lower cost-to-serve and improved satisfaction among key retail/business partners.
• Execution & ROI: CX/UX roadmap delivered as planned, with clear, measurable financial and customer-value returns.

Skills & Qualifications

• Bachelor's degree in business, marketing, human-centred design, psychology or related field; an advanced degree is an advantage.
• 5–8+ years' experience in Customer Experience and/or UX within a consumer-facing environment (ideally financial services, retail or retail finance).
• Proven experience with journey mapping, UX flows and working with UX/UI design teams and Product Owners.
• Strong analytical capability: able to work with data, funnels, dashboards and research insights; comfortable tying work to clear metrics and targets.
• Excellent stakeholder management and influencing skills; able to align cross-functional teams around CX/UX priorities.
• Solid understanding of digital channels, omnichannel retail environments, mobile apps and self-service portals.
• Familiarity with financial services and regulatory context is a strong plus.
• Customer- and user-centric mindset, with a track record of balancing customer needs and commercial outcomes.
• Strong project and change management skills; able to drive initiatives from discovery through delivery and measurement.
• Knowledge of UX/usability best practices or demonstrated ability to partner effectively with specialist UX teams.