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Customer Journey Specialist
3 months ago
We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
Where possible we're committed to flexible working and supporting our employees to have the right work life balance.This is a Hybrid working opportunity where you will operate from Home and our Glasgow Offices with a balance of home and office based working.
- Voice of Customer: You'll be responsible for designing and executing surveyled data collection focused on the relationship and journey customer experience. Analysing feedback through a mixture of bespoke tools and standard analysis techniques.
- Customer Journeys: Taking a customer perspective you will use the tools available to identify and analyse key customer journeys calling out the pain points/moments of truth for our customers and engaging relevant stakeholders to share insight.
- Insight Delivery: You'll be directly responsible for extracting, manipulating and crucially interpreting the wealth of information available to inform the business on key customer journeys.
- Subject Matter Expertise: In order to be successful, you must be experienced with survey, qualitative or unstructured data analysis including sample size and significance.
- You will have a firm grasp on Ofcom and FCA requirements and how they influence the way in which customer journeys are designed and managed and be able to confidently identify and communicated risk and improvements in a time sensitive manner.
- Providing timely and comprehensive reporting, utilising statistically significant data to produce a prioritised action log.
- You will actively maintain and enhance your own knowledge of current and forthcoming regulatory requirements and identify process improvements and firstclass practices.
- Stakeholder Engagement will be crucial to success in this role, you must cultivate relationships with key stakeholders often challenging them on performance.
