Customer Experience Lead, Digital Banking

hace 5 horas

Madrid, España Western Union A tiempo completo

**Customer Experience Lead, 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 end-to-end 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 end-to-end 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**
- Solid experience working in the fintech field. Preferred combination of operations, product, and/or marketing roles with not just pure technology, risk or compliance experience.
- Previous experience managing teams of at least 8 - 10 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.

**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:

- 25 days annual leave - plus 10 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

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