Client Experience Executive

7 months ago

Manchester, United Kingdom Coop Full time

**Client Experience Executive**
£35,000 - £42,000 plus benefits (Work Level 6A)
12-month fixed-term contract
Manchester city centre - hybrid working between home and the office

We’re looking for a client experience executive to join us at Co-op Funeralcare. The role will look at the end-to-end client experience, looking for opportunities to improve and tailor client and member interactions. At Co-op Funeralcare we provide invaluable help to bereaved people as well as offer support for those looking to plan their funeral in advance. As the leading provider of funerals and pre-paid plans in the UK there’s never been a more exciting time to join us.

In this role, you’ll analyse customer journeys and identify new opportunities where we can make improvements to our online, in branch and telephony client touchpoints. You’ll work with a range of colleagues across the business and help bring different people together to find the best solutions, always with the client’s needs in mind. We’ll look to you to create a consistent experience across all of the different touch points our clients may have with Co-op. If you’ve got an inquisitive mindset, and the ability to make data-led recommendations, we can offer you the chance to build on your skills in a key area of our business.

**What you’ll do**
- service design - research and map customer journeys incorporating multiple interaction points across an omnichannel space
- use qualitative and quantitative data (such as user research, customer voice, call listening, reviews etc.) to spot opportunities for improvement and make recommendations for improvement
- work closely with colleagues from all over the business, and at varying levels of seniority, to highlight any issues and present solutions
- help to progress solutions currently in progress as well as adding ideas to the back log to look at long term
- prioritise projects using a value-based prioritisation matrix

**This role would suit people who have**
- previous experience of improving a customer or client journey and measuring its success
- experience of working in an Agile environment
- great analytical ability, someone who can take data from a range of sources and find solutions
- design led thinking, the ability to map out client journeys and stress test improvements
- excellent communication skills and can present to audiences of varying seniority, challenging, and influencing where necessary
- great relationship building skills, the ability to bring people together from different parts of the business

**Why Co-op?**

Here you’ll do work that matters. We’re a commercial organisation with a purpose beyond profit, you’ll have an opportunity to help us build a stronger Co-op and stronger communities. You’ll also get a package that includes:

- competitive salary
- coaching, training, and support to help you develop
- pension with up to 10% employer contributions
- annual incentive scheme
- Wagestream - a money management app that gives you access to a percentage of your pay as you earn it
- 28 days holiday (rising to 32 in line with service) plus bank holidays
- discounts on Co-op products and services

**Building an inclusive work environment**

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process.

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.

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