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Senior Customer Compliance Experience Manager

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William Hill

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Leeds

AI generated summary

  • You should be commercially minded, engage senior stakeholders, drive quick change, and have a deep understanding of customer experience and friction points.
  • You will identify pain points, streamline processes, drive customer experience improvements, engage stakeholders, implement changes rapidly, leverage data, and track success metrics to enhance journeys.

Requirements

  • Be commercially minded with ability to balance customer experience improvements with business goals, ensuring measurable impact on revenue and retention.
  • Have the ability to engage, challenge, and persuade senior stakeholders across multiple teams and markets
  • Have a bias for action, with the ability to drive change quickly and deliver results without unnecessary delays.
  • Have deep understanding of end-to-end customer experiences, friction points, and how to streamline interactions

Responsibilities

  • Identifying pain points, inefficiencies, and areas of friction, streamlining processes to improve customer retention and reduce leakage
  • Lead strategies that enhance customer experience while delivering tangible business outcomes, including increased revenue and reduced operational costs
  • Work across teams and functions, engaging with senior stakeholders to challenge thinking, shape strategy, and push for continuous improvement
  • Drive execution with urgency, ensuring improvements are rapidly implemented and delivering value without unnecessary delays
  • Bring fresh ideas to transform how customers interact with the business, leveraging automation and data-driven insights
  • Ensure that improvements in customer journeys also support business goals, compliance requirements, and efficiency gains
  • Define clear success metrics, track impact, and continuously refine approaches to ensure the best possible results
  • Stay ahead of industry trends, identifying innovations and best practices that can further enhance customer experiences

FAQs

What is the role of the Senior Customer Compliance Experience Manager?

The Senior Customer Compliance Experience Manager is responsible for driving customer experience improvements while ensuring compliance, balancing customer satisfaction with business goals, and leading transformation across international markets.

What are the main responsibilities of this position?

Key responsibilities include identifying process inefficiencies, leading strategies to enhance customer experience, engaging with senior stakeholders, driving execution of improvements, leveraging data-driven insights, and tracking success metrics.

What qualifications are needed for this role?

Candidates should be commercially minded, able to engage and persuade senior stakeholders, have a strong understanding of end-to-end customer experiences, and possess knowledge of industry regulations and compliance.

What type of work environment can I expect?

The work environment is fast-paced and collaborative, with an emphasis on driving change, innovation, and advocating for customer-centric improvements.

Are there opportunities for professional development?

Yes, evoke invests in employees' futures by helping them develop their unique strengths and build careers that align with their goals.

What benefits does evoke offer?

Evoke offers a rewarding salary, bonus schemes, hybrid working options, generous holiday entitlement, discounts at retailers, support for family commitments, health and wellbeing services, and a comprehensive healthcare package.

How does evoke approach diversity and inclusion?

Evoke prioritizes diversity, equity, and inclusion, fostering a welcoming workplace that values all forms of diversity and provides growth opportunities for all employees.

What does the application process look like?

The application process includes submitting your application, followed by an initial screening call and an interview stage.

Is there a focus on responsible gambling?

Yes, evoke is committed to responsible gambling and looks for individuals who can support this ethos within their roles.

How much time is expected in the office versus remote work?

Employees can work from home up to 80% of the time, with 20% of office time built in for collaboration and team interaction.

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William Hill

Join us #behindthebet

Technology
Industry
10,001+
Employees
1934
Founded Year

Mission & Purpose

With over 16,000 people worldwide, we make a huge investment in everyone, offering great career development opportunities. Our people make William Hill what it is and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling.

Benefits

  • 401K Plan

  • Paid Holidays

  • Maternity & Paternity Leave

  • Health Insurance

  • Vacation & Paid Time Off

OpportunitiesView all