Digital Customer Experience Manager

Job Type:
Job Sector:
Marketing, PR
Skipton, The Bailey
£45,000 to £51,400 per annum
Salary Description:
Dependent on Experience – Competitive
Skipton Building Society
Job Ref:

Take a seat at the table and help us shape the future of Skipton as our new Digital Customer Experience Manager. We’re looking for someone who understands the strategy behind delivering brilliant customer experiences across a variety of digital devices and sites, and who can lead a team towards Skipton’s shared goals and objectives.
Package descriptionIn return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:

Group Personal Pension Plan
Life Cover
25 days’ holiday, plus one day for each year you’re with us, up to a maximum of 30 days (pro rata when working on a reduced hours basis)
Discretionary annual bonus scheme
Paid course fees to study for a professional qualification (where relevant to the role)
Childcare vouchers
Head Office onsite shop and internet café
An opportunity to join Simply Health Cash Plan – offering twenty annual benefits including dental care, optical care and physiotherapy
Option to donate to charity direct through Payroll Giving
Online employee benefits scheme offering discounts with hundreds of high street and online retailers
Eye Tests
Skipton are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

Main responsibilitiesCustomers are at the heart of everything we do at Skipton and that’s never been more relevant to a role than this one. Making sure our customers have seamless online experiences will always be the ultimate goal, with ease of use being the primary focus. As a pivotal part of the Commercial Department’s leadership team, you’ll help us achieve that by defining, developing and leading the digital CX strategy and becoming the subject matter expert in your area.

You’ll also be heading up the team of four CX analysts who test our customer experience solutions. They’re innovative, passionate multi-discipline professionals who will be looking to you to provide regular coaching, feedback and support.
Ideal candidateThis really is a role that requires a particular set of skills. We’re looking for someone who’s an expert in creating compelling customer journeys, paired with the technical and strategic knowledge that helps bring them to life. You’ll also need to be a confident leader with a decisive nature and the ability to influence, negotiate and challenge.  

You don’t need a background in financial services but plenty of commercial acumen is essential, and your brilliant people skills will work in your favour when you’re collaborating with stakeholders from across the business.  
About the companyThe Digital team is less than four years old and it’s gone from having 5 members when it was set up in 2014, to having 37 members right now. The most recent growth spurt has taken it into its teenage years and you’ll be joining a fun, boisterous environment made up of colleagues who are determined, innovative and not afraid of a challenge.


When you become a Skipton colleague you’ll be supported by friendly, knowledgeable people who are always ready to help. A pension plan, life cover, generous holiday allowance, childcare vouchers and product discounts are available too – all within a high performing organisation that encourages colleagues to be curious and challenge the mainstream.

We’re committed to creating a diverse and inclusive workplace where every colleague has an opportunity to fulfil their career potential. This includes consideration for anyone seeking a more flexible work-life balance. If you have a need for flexibility then please let us know.

Contact Details:
Skipton Building Society
Tel: 01756 705046
Contact: Sophie Lambert

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