Kehityspäällikkö, asiakaskokemus

Overview

Primary location: Helsinki. S‑Pankki seeks a Customer Experience Development Manager to shape how we listen to and act on customer feedback and complaints. This permanent role belongs to the Customer Relationships and Brand unit and directly influences the overall handling of customer voices within the organization.

Responsibilities

• Own and continuously improve the entire feedback and complaint process, ensuring it is user‑friendly, compliant, and integrated into S‑Pankki’s development cycle.
• Define and implement procedures, tools and reporting mechanisms for feedback handling in collaboration with sub‑process owners.
• Support customer interfaces through clear guidelines and training sessions.
• Generate actionable insights from feedback for senior management, business and development teams.
• Collaborate closely with all stakeholders across the bank to embed the customer voice into everyday operations.