About Albany Beck

Albany Beck are a Management Consultancy focused on providing specialist talent and transformative solutions to Financial Services clients. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you’ll be choosing to work with an organisation that’s passionate about your learning journey and committed to your professional career and personal development.

Job Overview

The Customer Experience Manager will lead initiatives that enhance the overall customer experience across Commercial Banking (CMB). This role focuses on driving improvements in customer satisfaction and Net Promoter Score (NPS), strengthening the connection between colleagues and customers, and embedding customer-centric behaviours across the organisation. The successful candidate will work cross-functionally with multiple teams to deliver strategic customer initiatives, oversee key CX programmes, and provide regular updates to senior leadership on progress, insights, and priorities.

Key Experience

• Proven experience delivering customer experience (CX) improvement initiatives within a large organisation.
• Strong track record of driving cultural and behavioural change to improve customer outcomes.
• Experience managing cross-functional projects and collaborating with multiple stakeholders.
• Ability to analyse customer feedback, complaints, and insights to identify improvement opportunities.
• Experience preparing senior leadership communications, including board papers and executive updates.
• Strong stakeholder management and communication skills, including engagement with senior leadership teams.

Desired Experience

• Experience working within financial services, banking, or a regulated environment.
• Familiarity with Net Promoter Score (NPS) frameworks and customer insight methodologies.
• Experience running employee engagement or recognition programmes linked to customer outcomes.
• Background in customer communications, governance forums, or executive reporting.
• Experience leading or supporting customer immersion or “voice of the customer” initiatives such as customer connect programmes.