Head of Customer Experience Unit

Join our team as a Head of Customer Experience Unit! Yes, you can! That's our attitude towards our work, ambitions, ideas and relationships. We, at Luminor, believe that anyone has the potential to achieve big things and encourage everyone to achieve them – professionally and personally. Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to build a local banking champion. What You Will Do:

• Set the strategic directions for customer experience development in Luminor through employee competence, service quality, customer communication, complaint handling and other customer satisfaction related areas across the board.
• Implement and constantly improve customer satisfaction measurements (customer feedback and complaints), ensure up-to-date relevant internal regulations as well as awareness of risks related to customer satisfaction measurements.
• Drive the process of exchanging insights from customer feedback and complaints with key stakeholders to support process and product development, including handling escalation to wider Luminor stakeholder group when needed.
• Present customer experience related updates to Management Board, Supervisory council according to Complaint Handling Policy.
• Deliver professional reporting to external supervisory authorities, audit and other regulatory partners, establish great collaboration with them as well as main stakeholders in business units both on local and pan-Baltic level.