Customer Experience Senior Manager, Digital Banking - Madrid, España - Western Union

Western Union

Empresa verificada

Madrid, España

hace 3 semanas

Publicado por:

Isabel García

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Descripción

Western Union

Madrid, Spain

Posted 11 hours ago Permanent Competitive

Customer Experience Senior Manager, Digital Banking:

Madrid, Spain**Are you keen on ensuring the highest quality of customer experience in digital finance? Does working for a company where you can implement new strategies and solutions in the customer experience sound exciting to you? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? If so, why not consider joining Western Unions' new Digital Banking hub.
Western Union powers your pursuit.

Reporting to the Head of Digital Banking Operations and Customer Experience, we'll look to you to focus relentlessly on providing an outstanding experience for our customers, including:

Role Responsibilities

Define and own the framework for endtoend customer experience across all digital banking journeys. This includes integration with broader Western Union channels, especially Retail.
Own the implementation of the highest impact initiatives for improving customer experience. These will be initiatives that require the most stakeholder engagement and influencing to get to the right decisions.
Support resolution of the most complex customer issues that require coordination across multiple departments and stakeholders. This responsibility is about resolving any customer issues that have already occurred.
Build out endtoend customer experience dashboards, including defining KPIs and targets.
Bring the voice of the customer into product design and implementation work. This includes ensuring that feedback from customers is summarized and prioritized into actionable recommendations for product.
Manage the onboarding, transaction, and customer care managers. Serve as the person who 'connects the dots' across these managers and identifies the points of commonality.

Role Requirements

Previous experience managing teams of at least people and working across departments to gain alignment.
Strong interpersonal skills with the ability to communicate with stakeholders at various levels internally and externally.
Excellent verbal and written business English skills.
Organizational and project management skills.

We make financial services accessible to humans everywhere. Join us for what's next.
Western Union is positioned to become the world's most accessible financial services company -transforming lives and communities.

To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers' experiences by offering a state-of-the-art digital Ecosystem.

More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

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Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few- Your Spain specific benefits include: