Customer Experience

2 weeks ago


Nottingham, United Kingdom Ikano Bank AB (publ), UK Branch Full time

Full time, Permanent

As Ikano’s Customer Experience (CX) Specialist, you will be responsible for providing all potential and existing customers with exceptional service.

You will identify customer’s needs and respond to all customers via all touchpoints (Trustpilot, webform, live chat) and collaborate with both internal and external stakeholders to optimise customer service and Ikano Brand awareness. You will also identify the customers’ needs and take proactive steps to maintain positive experiences.

**Your role & responsibilities**:

- Tracking customer experiences and feedback across all touchpoints and using this information to make proactive steps to improve the customer’s experience with Ikano.
- Work closely with the Operational Customer Experience (CX) Manager to support, plan, and deliver CX initiatives, focused on improving NPS, CSAT and CES and mapping the customer journey.
- Collate and analyse NPS, CSAT and CES data to provide clear guidance on what opportunities there are to work on/improve within the VOC arena.
- Be responsible for building the Live Chat platform within the Branch and sharing best practices across both Branch and Bank.
- Build, maintain and publish the branch’s customer communication suite providing transparency and education on how and when we communicate with our customers.
- Identify and work with content owners across both the Branch and Bank to ensure customer communications are consistent and aligned with one another.
- Take ownership of Introducing new and updated communication changes based on TOV and match the customer journey.
- Be an escalation point for issues (including customer communications) and work collaboratively with other areas to react quickly any communication changes to be made in line with Consumer Duty.

***What skills & experience will you bring to the role?**
- A creative problem solver that mirrors Ikano’s brand personality when communicating with customers. (Trust Pilot, web content, customer surveys)
- Strength in tracking customer experiences across online and offline channels, devices, and touchpoints
- Passion for Identifying customer needs and taking proactive steps to maintain positive experiences, analysing customer feedback on product ranges and future products, as well as preparing reports
- Highly collaborative working with IT and product teams, as well as the marketing, and sales teams to enhance customer services.
- Inspirational passion for customers, ensuring you drive a customer centric mentality across the business at all levels.
- Ability to shape strong relationships across the Bank and Branch to influence a customer centric thinking approach proactively and positively.
- Can lead meetings with stakeholders at Bank level as well as Branch level. (Global market)
- Able to be organised and have time management abilities

**My A**c**a**demic and/or professional qualifications**
- Maths and English GCSE or proven experience as a customer experience specialist, or a similar customer support role

**What will we give you?**

**£27,000 - £30,500 per annum (based on experience)**

We offer a variety of benefits, such as:

- 28 days holiday per annum
- Cycle to work scheme
- Excellent pension scheme
- Life Assurance

**Join us now - together we will find a better way**:


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