Mark Mcinally Email & Phone Number

Glasgow, Scotland, United Kingdom

Journey developer in Project Management, focused on Blockchain implementation and Identity

The Customer Experience Conduct, Outcomes & Reporting Manager has responsibility for ensuring that the CIB business has a culture which places fair customer outcomes at the heart of all interactions in the customer lifecycle. The role represents the independent conscience of the business to supports the implementation of activities that embed conduct outcomes and product compliance across CIB in the long term. The role requires on-going review of the effectiveness of CIB product and service offerings, including the underlying procedures, to assure that fair outcomes are at the heart of all that the customer sees and delivers the best possible experience. The Customer Experience Conduct, Outcomes & Reporting Manager will promote a customer focused culture enabling the delivery of service excellence to our customers as set out in the CIB Franchise Goals. A customer advocate who is passionate about delighting customers through the consistent delivery of customer experience improvements and being able to articulate, through metric enhancements, the evidence that we have achieved the customer outcomes targeted. The role underpins the reputation, performance and future success of both CIB and the Group now more than ever.

• Be the focal point for relationship managed clients.• Facilitate superior client service by proactively supporting portfolios of affluent clients and working with colleagues in other parts of the Group.• Be customer obsessive by exceeding customers’ expectations through quality and timeliness of service and by providing an excellent customer experience.• Identify, understand and help customers by competently and effectively dealing with customers’ changing needs. • Contribute towards achieving the overall goals of Private Banking.• To generate income/profit by maximising personal sales from a portfolio of private customers; achieving/exceeding individual sales performance and referral targets through building relationships with customers.