Customer Experience Manager

About the role

The primary purpose of the customer experience manager is to actively seek, react and respond to customer feedback to assess sentiment and drive positive, customer focused change across the Nucleus Group. This is done via a series of insight mechanisms including; analysis of internal data, sentiment gathering through design and implementation of customer satisfaction surveys, design and facilitation of customer focus groups and owning/ managing external platforms where sentiment is gathered (for example, Trustpilot).

The customer experience manager is also an attendee of key Nucleus committees where feedback and challenge can be provided to ensure customer outcomes are considered in decision-making forums. The role is supported by an insight analyst to help with internal data gathering and analysis. The customer experience manager will also play an integral role in Consumer Duty activities and be a key contributor to the design and implementation of Nucleus customer journeys, this is done via membership of the Nucleus Consumer Support, Culture and Vulnerable Customer steering groups and attendance (where required) to all other consumer duty committees.

As a customer champion the Customer Experience Manager needs to be values led, a confident public speaker, and customer focussed to help maintain a balance between commercial benefit and customer outcomes. People skills are a definite must-have.

Key Accountabilities:

• Collect, collate and analyse internal data to provide Customer Outcomes Dashboards to the Nucleus Customer Outcomes Committee
•  Design, create and facilitate customer satisfaction surveys in line with MRS code of conduct, to provide analysis and clear actions for all functions across the business where positive change can be driven
• Work with frontline teams to utilise technology (telephony, ecomms and website) including Puzzel and Capturi to create and analyse feedback mechanisms for customers and provide relevant actions to improve sentiment and experience
• Manage Trustpilot strategy, relationship and reporting for all Nucleus entities holding monthly meetings with all relevant stakeholders and operational teams.
• Gather pre and post platform migration sentiment scores to actively measure experience and outcomes for customers in a crucial time of business change.
• Design, facilitate and analyse customer focus groups with actual Nucleus customers to provide qualitative feedback and bring customer experience to life.
• Responsible for reporting monthly customer outcome business KRI’s on Logicgate (KRI-18) and feed into monthly CCO reporting
• Design, deliver and manage Nucleus customer segmentation profiles
• Active stakeholder in key committees and steering groups to provide a customer lens of business decision making.
• Seek out, summarise and report on external customer research to feed into Nucleus non-advised and vulnerable customer strategies
• Work with external stakeholders including industry groups to design and facilitate customer research projects, input into best practice design and build customer confidence in Nucleus.
• Responsible for managing their own delegated workload; they will have the opportunity to prioritise activity and make decisions to effectively manage events and issues to resolution

Competencies:

• Excellent written and verbal communication skills, with the ability to present findings and insights in a clear and concise manner
• Proficiency in Microsoft Excel and PowerPoint
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment
• Strong attention to detail and a high level of accuracy in work output
• Positive attitude, self-motivated, and willingness to learn and adapt to new challenges
• Collaboration and facilitation skills and building strong relationships
• Confidence to speak directly with customers across all Nucleus entities
• Working knowledge of MRS code of conduct
• Ability to self-manage projects end to end

Knowledge and Experience:

• Proficiency in survey design and software (i.e. SurveyMonkey)
• Full working knowledge of key regulation and FCA guidance including FG22/5 Consumer Duty, FG21/1 Fair Treatment of Vulnerable Customers, Equality Act 2010 and GDPR
• Experience/ qualifications in creating, mapping and management of customer journeys
• Working knowledge of segmentation strategies and handling large data sets to define and understand key customer segments
• Knowledge of the financial services industry, including products, providers, and market trends a plus
• Managing internal and external stakeholders

Values and Behaviours:

• Positively demonstrate the Nucleus values and behaviours
• Ensure compliance with Code of Conduct at all times

A little about us

We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Are we a perfect match? Check out this video and find out!

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion.

For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.

Applications close 16 May 2025.