University College Dublin
If you are interested & require further information, we will email you a copy of the programme brochure.
As you are not registered with us, you will need to upload proof you can enrol to this programme.
I know, let’s sign upI have an account, let me sign in firstThe Professional Certificate in Customer Experience Management in Financial Services is designed to deepen your knowledge and understanding of the role of the customer experience (CX) and how it can be managed to address deficiencies in the firm’s business system or internal business operations before it really begins to impact on its competitiveness and strategy.
University College Dublin
Who is it for?
This programme is primarily relevant to all service firms, large and small. It is particularly pertinent for personnel employed in banks and financial services firms.
You will be introduced to the key concepts underpinning CXM and consider the role of other supporting services (CX data & feedback, digital technology, big data analytics (BDA) etc.) in enhancing a firms CXM system.
On completing the Professional Certificate in Customer Experience Management in Financial Services you will be expected to be able to:
Outline and explain the key concepts associated with Customer Experience Management (CXM) and the underpinning theory and practice
Select and apply appropriate tools and techniques to review a customer experience and advise on how to promote a customer centric approach
Evaluate customer diversity and expectations and advise management how to engage them and add value to the customer experience
Appraise an experience of a given customer or customer group in an assigned situation, detail recommendations for the experience enhancement and present your findings orally to your peers and colleagues, using appropriate media
This programme is delivered online.
This programme is assessed via 100% continuous assessment.
Upon successful completion of the programme, you will be awarded a Professional Certificate in Customer Experience Management in Financial Services from UCD.
This is a level 8 qualification on the National Framework of Qualifications.
Customer Experience Management in Financial Services €800
Autumn Trimester
29 September 2023
For more information please contact [email protected]
(NFQ Level 8, 10 ECTS)
At the end of this module, you will understand:
The Importance of Customer Experience for success
Customer Experience in the organisation
Customer Experience and culture
Level 7 and 8 Key Dates 2023/24
Examination schedule 2023/2024
Autumn Trimester
29 September 2023
Individuals seeking admission to the Professional Certificate in Customer Experience Management in Financial Services will:
Possess an Honours degree (Second class Honours Grade 2 award or higher) or
Have at least 3 years’ experience (full time) in a relevant banking role and have completed the Professional Diploma in Financial Advice or equivalent 30 ECTS level 7 programme or
Admission will also be considered from experienced professionals who do not meet the minimum admission requirements as set out above, who can demonstrate learning based on work and training experience e.g. Individuals in a relevant banking role with responsibility for decision making.
You must be a current member of IOB, or become a member, to undertake this programme.
IOB was founded in 1898 by a small group of financial services professionals. Today we are Ireland's largest professional membership community.
Join IOB today