Chief Customer Officer
Chief Customer Officer
Posted on :
25-03-2025
Employer Active
1 Vacancy
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Job Description
- Reporting directly to the CEO and a key member of the executive management team (ExCom) the Chief Customer Officer will lead the CCO function in an effective transparent and responsible manner. They will as part of this remit:
- Lead a multidisciplinary team of customerfocused colleagues to ensure retention of appropriate skills and capabilities needed to support delivery of the Customer Experience Contact Centre Complaints Errors Appeals and Primary Servicing teams.
- Consistently demonstrate that the customer is at the heart of everything we do through engagement with customers and through the resolution of queries and issues in a timely and effective manner.
- Have a clear understanding of the customer journeys and be passionate about improving every touchpoint from onboarding through to ensuring the customer perspective is central to strategic decisions and the Mars Capital culture and values.
- Have a deep understanding of customer data analytics and insights leveraging customer data to anticipate needs identify trends and personalise services enhancing the overall customer experience.
- Act as the voice of the customer experience within the company advocating for changes that will improve clear communication service quality transparency and trust gathering feedback through surveys and direct interaction to understand and address customer pain points.
- Champion innovation that enhances customeruser digital and other interfaces and online services ensuring an efficient and secure customer experience.
- Continuously seek to improve processes that affect our customers from reducing wait times to simplifying account management by balancing operational efficiency with highquality service delivery.
- Effectively oversee the monitoring identification and rectification of any weak or ineffective systems and controls in the areas responsible.
- Collaborate across departments such Asset Management to align strategies that improve customer engagement outcomes and delivery.
- Assessing testing understanding and evidencing the outcomes customers are receiving.
- Set standards for behaviour & performance by role modelling and advocating our values & behaviours. Promoting customerfocus integrity honesty and accountability throughout Mars Capital (and where appropriate across Arrow Global Group).
- Ensure lawful regulatory & ethical integrity of customerfocused business by ensuring the operational effectiveness of related processes conduct risk management and associated controls under the CCOs remit.
- Drive awareness of the regulatory environment in which the company operates ensuring customer experience initiatives comply with regulatory and legal requirements balancing innovation and client service with appropriate risk management and controls effectiveness.
- Responsibility for costs of the business areas under the CCOs remit including but not limited to collections costs and overheads across Customer Experience Contact Centre Complaints Errors Appeals and Primary Servicing teams.
- In summary the Chief Customer Officer will have the ability to blend and balance strategic insight deep industry knowledge and a customerfirst mindset to create value foster trust and ensure a competitive edge in a customerdriven market.
Qualifications :
- Strong leadership and customer advocacy track record.
- Strong track record with institutional clients (including within outsourcing arrangements to serve customers).
- Extensive experience and delivery track record as a customerfocused Chief Customer Officer (or similar) within a regulated environment.
- Experience specifically within retail customer Credit Servicing including leading and managing Customer Experience Contact Centre Complaints Errors Appeals and Primary Servicing teams (or similar).
- Excellent knowledge of financial services in Ireland and its associated regulations (including for Credit Servicing and Consumer Protection).
- A deep understanding of customer journeys and customer needs (including those affected by external factors such as the costofliving crisis).
- Experience driving a digital customer strategy to enhance appropriately balanced commercial and customer outcomes.
- Proven experience and track record putting the interests of customers at the forefront of a servicing proposition.
- Experienced with an excellent track record of operating at an executive level within a highly regulated environment (which is at least of a similar nature size and complexity as Mars Capital).
- Strong team working ethic collegiate with a proven ability to build and sustain relationships to deliver good customer outcomes.
- Experience of improving business performance and efficiency to deliver the right outcomes for customers.
- Highly driven determined and resilient. Open and transparent approach. Passionate about customer advocacy.
- Demonstrated success in driving customercentric transformation within an organisation (not dissimilar to Mars Capital).
- Indepth understanding of the Consumer Protection Code and the Code of Conduct for Mortgage Arrears.
- Analytical mindset with the ability to translate data into actionable insights (both with innovation and practicality).
- A track record of cultivating and delivering innovation for the benefit of customers.
- Excellent communication and people skills with the ability to engage and influence stakeholders at all levels.
- Bachelors degree in business finance or a related field; an advanced degree or professional customerrelated certification is a plus.
- Track record of excellent contributions to executive level committees (particularly around customer advocacy) and to boards of directors and board committees.
- Has driven (and taken) accountability for customer outcomes (including where appropriate under the Individual Accountability Framework)
- Strong experience and track record for the creation and presentation of customer dashboards.
Additional Information :
Central Bank of Ireland (CBI) Fitness & Probity Regime This is a Controlled Function (CF) role as defined by the Central Bank Reform Act 2010. For CF roles appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards issued by the Central Bank of Ireland.
D&I statement
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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