Job Description
Head of Customer Planning and Performance
Flexible working between our Office in Horwich, Bolton (BL6 5UE) and working from home
Full time, Permanent 40 Hours per week
£50,000-£60,000 plus benefits
About Fluent Money
Fluent Mortgages provide expert advice on a range of mortgage products, whether our customers need a mortgage, secured loan, equity release, bridging finance or an insurance policy – they’ll always speak to a specialist in each area. During 2022, we strengthened our position with Mortgage Advice Bureau, a leading UK mortgage broker network, making a strategic investment to become majority shareholder. We're now looking for a Head of Customer Planning and Performance to join our management team, to transform the customer journey to become laser focused on how we engage with customers, how we make them feel in every interaction and how this enables our growth agenda.
About the role
You will be the voice of the customer on behalf of Fluent Mortgages & Protection, championing innovation and improvements throughout the end-to-end customer experience. You will transform and optimise how we win new customers by leading the creation of new channels to capture new customers through new channels and effectively managing leads and referrals.
Leading our customer engagement and retention strategies, you'll work across teams and Heads of departments to map how we grow the relationships we hold with our existing customers to support them in securing the best possible products for them, from lead to mortgage completion. You'll own operational capacity across the business to optimise and improve how we interact with customers based on demand, implementing a customer-driven operating window to ensure that our people are available when it matters most to customers.
About You
To be successful in this role, you will have:
1. Advanced analytical skills with an ability to engage and lead virtual teams of Business Intelligence and Insights teams.
2. Experience of strategic business planning disciplines including the ability to present a compelling case and articulating complex business concepts to a senior stakeholder audience.
3. Ability to define and optimise processes ideally with a practical knowledge of lean concepts and/or customer journey mapping.
4. Excellent stakeholder management skills.
5. A knowledge of workforce planning and capacity planning analysis and tools to ensure that working patterns of our advisers and client relationship managers mirror the hours of our customer preferences and needs.
What's in it for you?
* Vitality Healthcare for everyone
* Company Pension Scheme
* 23 days holiday with rising entitlement plus buy & sell scheme
* Flexible working including hybrid and remote working
* Free secure parking
* Onsite food provision and restaurant facilities for office based and hybrid workers
* Free tea, coffee and fresh fruit daily
* ‘Freebie Fridays” on the first Friday of every month
* Access to training and development
* Cycle to work scheme
* Salary Sacrifice Electric Vehicle (EV) scheme (launching October 2024)
* Annual awards evening and various social events
We value different experiences and perspectives at Fluent and MAB. We ensure our teams continue to embrace our values in everything we do. As an equal opportunities employer, we are committed to the equal treatment of all current and future employees and do not condone or tolerate discrimination in any form. We aspire to be a diverse and inclusive place to work and welcome everyone from a wide range of backgrounds to apply to join us.
Please submit your application as soon as possible as we reserve the right to end vacancies early.
Additional Support
If you would like to talk about how we can adjust the application or interview process to best support you, please let us know how we can help in your application.
Please note we are not working with recruitment partners, unless engaged for this role and will not accept speculative CVs.
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