Senior Customer Journey Design Specialist

3 weeks ago

Skipton, United Kingdom Skipton Building Society Full time

Hours:
Full time, permanent position - 35 hours per week.

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. A minimum of 2 days per month is required at our Head Office in Skipton.

**Salary**:
£40,000 Per Annum

Closing Date:
Fri, 1 Mar 2024

This is a fantastic opportunity to join the Customer Experience and Empathy team within the Digital function, in a specialist role.

Do you have a passion for improving and fixing experiences? Perhaps you consider yourself a customer advocate, who naturally thinks about how a user would react and feel. If you have a natural curiosity and ask lots of questions, engage people with your storytelling skills, and share your ideas with confidence - read on

Who Are We?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

You’ll work in line with the Society’s Corporate Plan to deliver and advise on customer-centric change. You’ll work closely with multiple business areas both internally and externally, within the Society and the whole Group. You’ll design journeys, run workshops, and advise on what really matters to our members.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
- Holiday trading scheme allowing the ability to buy and sell additional annual leave days
- Matching employer pension contribution (up to 10% per annum)
- Colleague mortgage (conditions apply)
- Salary sacrifice scheme for hybrid & electric car
- A commitment to training and development
- Private medical insurance for all our colleagues
- 3 paid volunteering days per annum
- Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
- We care about your health and wellbeing - we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

Your main responsibilities will include:

- Owning, monitoring and improving critical interactions with our customers across their end-to-end experiences with us, suggesting enhancements based on data and experience
- Collating all relevant data sources to portray a complete picture of customer journeys
- Bringing the outside in by conducting regular external benchmarking, influencing internal stakeholders to continually improve the customer experience based on changing customer expectations.
- Conducting cross-functional workshops to create and maintain existing and desired customer journeys, ensuring stakeholders are bought in and informed, and regulatory compliance is maintained.
- Identifying and highlighting relevant stakeholder’s improvements to the customer journey that will enhance the customer experience, streamline internal process, reduce costs and remove the non-value-added work.
- Prioritising improvements to the existing journeys to help them reach their desired states, ensuring all initiatives and/or business cases are appropriately logged, sized and scoped
- Ensuring appropriate stakeholders management to highlight and advocate the importance of utilising Customer Journey Mapping in other frameworks that existing within the group.

What Do We Need From You?

To succeed in this role you should be experienced in mapping Customer Journeys within multiple organisational functions depending on the desired outcome, understanding the importance of customer experience and being an advocate of this. You should have experience in Miro or similar journey design/mapping tools. You’ll be used to working cross-functionally, using your top-notch communication and influencing skills to engage others in your workshops and explanations of customer journeys and experience, driving results forward.

You should be positive in the face of complexity and ambiguity, embracing change and encouraging others to do the same, while using your excellent leadership and coaching experience to work with others on all things “customer”.

This role would suit someone naturally curious, who loves bringing the outside in, utilising excellent analytical skills from a number of data sources to make tangible reasons for change. If you’re comfortable working with autonomy and making decisions, managing your own workloads to ensure the achievement of objectives,

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