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.
• Contribute and take ownership of other strategic initiatives within Customer Relationship Management Department that support department’s, division’s and Luminor strategy.
• Create an environment of business growth and lead the team to achieve targets.
• Define and clarify the expectations and responsibilities of subordinates’ roles and ensure the understanding how they align with team’s and Luminor’s strategic goals and values.
• Foster the growth and potential of subordinates.
• Select the right talent to the right roles, take care of successful onboarding, wellbeing of team and manage underperformance timely.

What We Expect:

• 5- 10 years of previous experience in customer experience management
• 1- 3 years of people leadership experience with excellent coaching and people development skills
• Deep knowledge of customer service and customer relationship building
• Strong understanding of customer behavior and expectations
• Stakeholder and project management skills
• Entrepreneurial mindset and budget management skills
• Cross functional and cross border cooperation skills
• Fluent English is required in spoken and written communication
• Degree in Economics, Banking, Legal or similar field

What We Offer:

• Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humor and having fun
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life
• Professional growth. Internal and external training programs, workshops, conferences, online training etc.
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor
• Gross salary. 4300- 5500 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is 19th of June. We are looking for a candidate primarily already located within the Baltics please apply with your CV in English and PDF format!