Professional Certificate

Customer Experience Management in Financial Services

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  • Duration
  • 1 trimester
  • Programme
  • 1 module
  • Study
  • Online
  • Fees
  • €800
  • Level
  • NFQ 8, 10 ECTS
  • At a glance

    The 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.

    Awarding Body

    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.

    How you will benefit

    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


    Delivery

    This programme is delivered online.

    Assessment

    This programme is assessed via 100% continuous assessment.

    IOB programmes are largely delivered and assessed online. Students should ensure they have appropriate equipment (laptop), and that appropriate software (including MSOffice: Office and Word) is available to them to participate in the programme and related assessments (continuous assessments and exams).

    Award

    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 special purpose award and a level 8 qualification on the National Framework of Qualifications.

    Progression

    The Professional Education Framework is a flexible education pathway that provides learning and development opportunities wherever you are in your career. You can access the framework at any step to take specialist qualifications depending on your career and learning need. Please click here to view the 2024/25 portfolio of programmes.

    Fees

    Customer Experience Management in Financial Services €800

    Next intake

    Autumn Trimester 2025-2026 academic year - (Assessment in January 2026).

    Please note that the programme content and fees are subject to change in the 2025/2026 academic year. Any changes will be outlined in the 2025/2026 prospectus and at iob.ie in August - the start of the new academic year.

    Contact us

    For more information please contact the Programme Manager, Jennifer Fearon at education@iob.ie

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