Customer Experience Practitioner

2 weeks ago

Tunbridge Wells, United Kingdom GerrardWhite Full time

**Job Title**: Customer Experience Practitioner
**Location**: UK- Hybrid / Remote
£50 - 60,000 plus great benefits
**Overview**:
This is a key role in Markerstudy's Customer Experience team whose main objective is supporting the business to improve the end to end experience our customers have. Reporting to the Customer Insight and Improvement Manager, you will support our evolving customerexperience strategy and be initially responsible for supporting our Claims and Fraud Transformation programme.
This is a wide reaching and varied role offering the opportunity to work across the business with a range of stakeholders at different levels to identify and initiate change to improve customer outcomes. Customer Experience act as the Voice of Customer to identifypain points in the customer journey, driving solutions to deliver a seamless journey for customers and return on investment for the business.

**Responsibilities**:

- Provide SME knowledge to the business on Customer Experience measures, including NPS and CES.
- Provide SME knowledge to the Claims and Fraud Transformation Programme with respect to digital and human customer experience design, using primary research to determine customer needs and expectations, working in an Agile environment.
- Provide meaningful trend data analysis and insight that enables the business to identify and investigate key themes.
- Identify customer insights and key drivers of positive and negative customer experience from customer feedback, using storytelling to bring the key themes to life.
- Prepare presentations to share insights and recommendations with internal and external stakeholders on improving processes, products, and service.
- Establish cross-business, cross-functional relationships at all organisational levels and across different departments to support:

- improvement of existing and new business processes, products, and services through customer journey mapping, identifying customer pain points, detailing user stories, tracking customer journeys, and conducting data analysis using multiple data sources tosolve business and customer problems.
- the development of new products and services
- Work with the business to understand priorities for development and improvement, being a central point for coordinating findings, recommendations, and action plans.
- Record and report on the impact that improvement activity has on Customer Experience Measures and the customer journey.
- Present information to facilitate decision making on key items at Exec level where required, documenting rationale as decisions are made.
- Ensure any operational risks are identified and fed into the Risk and Governance framework.
- Highlight and report potential conduct risks identified from customer research insight.
- Raise the profile of Customer Experience as Markerstudy's CX strategy evolves.

**Qualifications**:

- Customer Experience measurement SME.
- Experience of designing digital and human customer experiences using a design thinking approach and primary research.

Experienced in qualitative and quantitative research methodologies.

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