Customer Intelligence Manager recruitment
Business Services is the backbone of the Group, providing a diverse range of high quality services to the customer-facing operations within the Group. Business services includes; Technology Services, Group Operations, Group Property, Security and Risk (Corporate Security Services), Business Services Risk, Business Services Finance, Business Services Human Resources, Strategy and Architecture, and Procurement.
The Lean programme plays a vital role in helping drive our strategy to rebuild the RBS Group to a position of standalone strength.Lean is transforming the Group's end-to-end processes and supporting infrastructure, simplifying them and ensuring consistency across the Group.Through the application of Lean principles, we will deliver a deep and lasting change, truly focused on our customers' needs.
As Customer Intelligence Manager, lead a team of skilled customer experience experts and report into the Head of Strategic Development and Customer Experience. You'll act as a cross divisional subject matter expert on customer experience strategy, principles, design and measurement with a key focus on operational thought leadership. Additionally, you'll lead Voice of the Customer (VoC) initiatives and drive robust root cause analysis to identify, deploy and track service improvement initiatives.
To be successful, as Customer Intelligence Manager, you'll be able to evidence strong thought leadership skills and have worked in an innovative, leading edge organisation. We would welcome applications from individuals who have strong consulting skills. You'll have a track record in leading customer experience and service improvement programmes, and ideally have experience of a lean deployment . Additionally, your experience within this arena will have enabled you to hone your leadership and influencing skills, which you will be able to demonstrate at a senior level.
In return, we offer an excellent employee salary and 30% cash and benefit funding programme which can be tailored to suit your individual needs. In addition to financial benefits, we offer a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your own work-life priorities.
Please note as part of our referencing process credit checks will be undertaken.
If you'd like to discuss this role in confidence please contact Emma Green on 0131 626 2416.