Hours:Fixed term contact of 12 months for maternity cover, up to 35 hours per week - Monday to Friday - 9am to 5pm. Part Time options for this role are available.Flexible and Hybrid working from Skipton Head Office. Minimum expectation of 2 days per week in our Head Office at Skipton.Salary: up to £56,000 depending on experienceSalary:£54,000 Per AnnumClosing Date:Sun, 9 Feb 2025Are you passionate about delivering best-in-class empathy and accessibility for our customers? Could you be our internal subject matter expert and use your experience to advise on best practice and implement change for our members? If so, read on... We have an exciting opportunity for a Customer Empathy Lead to join us for a 12 month fixed-term maternity cover contract, to identify, lead and work with stakeholders to deliver key initiatives to improve the customer experience, particularly for those with accessibility needs. Who Are We?Not just another building society. Not just another job.We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.Our colleagues say Skipton's a great place
to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.You will collaborate with various teams and subject matter experts across the business such as Customer Experience, Customer Relations, the Vulnerable Customer team, ensuring accessibility and empathy is considered within all journeys/processes and changes related to them. You’ll offer support, guidance and advice as needed to all you work with, bringing to life any potential challenged customers may face. Sound good? We’d love to hear from you!What Will You Be Doing?While in role, you’ll have the opportunity to contribute to and lead working groups where customer accessibility improvements are needed. You’ll influence colleagues at all levels around the business to ensure the most appropriate solution is developed. To compliment this, you’ll deliver exciting & informative training and guidance inspire and educate internal colleagues. You’ll bring your experience of external environment and keep up to date with market changes with regards to empathy across financial services and other related industries. Assess the impact on the ‘as is’ and recommend any enhancements or developments. You’ll support the colleague D&I agenda, particularly the Disability network by bringing knowledge and guidance as the customer subject matter expert. You’ll be confident in working alongside external partners/stakeholders on all things Empathy, and managing relationships and products accordingly, while planning and managing the Empathy budget and spending it efficiently and with the greatest benefit. What Do We Need From You?A customer focused mindset, and ability to put yourself into their shoes, whatever their needs Effective and
confident communication across all forms of media with internal and external stakeholders Ability to evaluate and measure the performance of initiatives through commercial balance based on good customer outcomes and commercial success Ability to excite, influence, engage and work in partnership with senior stakeholders, and large teams Create ideas and develop them through to delivery, or into the relevant workstreams Empathise with customers and stakeholders, striking the right balance between both Self-driven and directed, working well with autonomy and setting the Empathy agenda Contribute to National days and events regarding all things Accessibility/Empathy, making them relevant for colleagues at Skipton Knowledge Knowledge of the UK financial services product marketplace Knowledge of accessibility and disability – and how it is used in practical terms in Financial Services and other industries Ideally, knowledge of Accessibility related third parties such as Business Disability Forum, SignVideo, AccessAble Experience Leading and delivery of initiatives Development of business cases which include cost vs benefit analysis Pitching ideas to various working groups Stakeholder management Working in a ‘customer first’ environment What’s In It For You?Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.We have a range of other benefits available to you including;Annual discretionary bonus scheme25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 daysHoliday trading scheme allowing the ability to buy and sell additional annual leave daysMatching employer pension con
tribution (up to 10% per annum)Colleague mortgage (conditions apply)Salary sacrifice scheme for hybrid & electric carA commitment to training and developmentPrivate medical insurance for all our colleagues3 paid volunteering days per annumDiverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groupsWe care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
