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Customer Experience and Insight Specialist

3 months ago

Southampton, Southampton, United Kingdom Quilter Full time
What the Hiring Manager Says


An exciting opportunity for an individual has arisen within Adviser and Client Services to drive key insight and analysis on our customer experience and customer journeys.

This role is vital for us to understand and monitor what our customers are experiencing through our processing, what they are telling us through feedback and ensuring we create actions to improve and grow our customer experience.


This role is perfect for someone who has the customer at the heart of everything they do and can take key customer insight and turn it into tangible improvements.

Head of Operational Change and Improvement

About the Role

Level: 4

Department:
Quilter Adviser and Client Services

Location:
Southampton, United Kingdom (Hybrid - 3 days in the office)

Contract type:
Permanent, Full-Time

Our Customer Experience and Insight Specialist will support and undertake detailed and accurate customer insight data analysis.

You will react quickly and positively to real-time public forum feedback (e.g., social media, Trustpilot).

Manage customer surveys and other engagement strategies.

Drive customer journey analysis and insight and end to end reviews across QIP and QFP.

Review and react to direct external party feedback on experience.

Represent QACS on any relevant initiative or forum on customer experience and vulnerable customers.

Proactively identify trends and improvement opportunities within customer experience data that are achievable against business strategy.

Ensure team deliver against vulnerable customer activities and working groups.

Manage the production of regular quality reporting across QACS.

Work closely with and alongside Service Improvement and Change teams to ensure delivery of actions from the customer insight.


Support the continuous improvement strategy within UKPCS; putting the customer at the heart of everything we do and enabling delivery of an excellent customer experience.


Ensure all relevant stakeholders are provided with the right level of communication and engagement throughout the course of all improvement projects e.g.

Risk, Compliance, and Financial Crime.

Transfer customer insight knowledge and build capability across the business through a blend of training and coaching.


Leading a small team, conducting 121s, providing effective feedback and coaching to team members - identifies development needs to support employees.


Support on other responsibilities that form part of the UKPCS agenda, as needed irrespective of the team you are working within.

About You

Applications from people with diverse backgrounds enables our inclusive organisation to thrive.

If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.

You will have great communication skills and will be able to open minds and change established perceptions.

You will have a strong ability to analyse, understand and report on data.

The ability to create plans/roadmaps, prioritise and work to deadlines.

Will be good at maths and statistics and problem solving across a broad remit.

A confident presenter and able to communicate clearly.

You will be able to build strong working relationships and influence key stakeholders.

Have a good understanding of how our business and products work.


Be able to adapt quickly to new demands or expectations and will be prepared to get stuck in regardless of task.

Be good at research, finding answers and upskilling your own knowledge.

You'll be energetic and passionate about change with an entrepreneurial approach.

  • Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financial futures._
  • In this everchanging world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times._
  • Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there._
  • We are passionate about building an inclusive culture where everyone's contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us._
LI-IC1 #LI-hybrid

Core Benefits

Holiday: 26 days

Quilter Incentive Scheme:
All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through per