Cx Administrator

**CX Administrator**
We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.
Our IT team is friendly and we love what we do. We are passionate about the high-quality support we provide.
We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.
**Join our I.T. Team as a CX Administrator**
Smooth-running, dependable systems are essential to any modern and flexible organisation. This is particularly so for One Housing. With our various departments, locations and diverse services, our I.T. specialists encounter a broad range of changing requirementsand fresh challenges.
We offer the opportunity to put your problem-solving skills and technical knowledge to fantastic use, in support of an organisation with a social purpose and strong values.
We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.
**The role**
We have a fantastic opportunity for someone to join us in the position of CX Administrator in Camden, London.
**Salary**: £45,000 - £60,000 per annum
**Contract**: 12-18 months fixed term contract
Your responsibilities will include:

- Creating and delivering of a digital customer journey management standard, educating all stakeholders and project team staff.
- Mapping end to end specific existing or new customer journeys, missions or propositions to identify, key moments of truth, pain points and ideal experience outcomes based on strong understanding of customer expectations and best in class experience.
- Planning, designing, and preparing for user research studies, choosing the best methods for research based on goals, context, and experience.
- Running user research activities using a range of techniques, including contextual interviews, observation, focus groups, surveys, diary studies.
- Communicating findings through appropriate research outputs, including customer needs and stories, personas, customer journeys, service blueprints, design concepts, research reports and presentations.
- Focusing on driving change and engagement across One Housing and identifying/developing innovative solutions to improve customer experience.
- Relentlessly driving CSAT through positive digital CX change. To be able to use data sources to understand the difference in CSAT a change will make and measure against this.

**What you will need to succeed**
We are looking for someone who believes in working together as part of a team, who shares our values and who demonstrates a friendly, positive demeanour.
- CX experience
- 3+ years’ experience of user research / customer experience (a portfolio is desirable)
- UX Design skills, able to visualize concepts and generate wireframes and prototypes.
- Experience in a range of primary and secondary research methods (e.g. interviews, observation, focus groups, card sorts, surveys, analytics or competitor analysis)
- The ability to design and conduct usability testing sessions, both remotely and face-to-face.
- The ability to work with mínimal direction, as a sole UX practitioner.
- Excellent analytical and problem-solving skills, comfortable dealing with uncertainty, ambiguity, and conflict to drive change.
- Experience working within Agile delivery, project, and programme teams.
- Strong communication skills - both written and verbal to create reports and deliver presentations.
- Change Methodologies experience e.g., agile, waterfall.

**The offer