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Customer Experience Strategist

2 months ago

London, Greater London, United Kingdom Vitality Full time
About The Role

We are seeking a highly skilled Customer Experience Strategist to join our team at Vitality. As a key member of our Insights Lab, you will play a critical role in supporting our overall business strategy by turning customer experience measurement into a science and driving continuous improvement across all customer journeys and the wider business.

Key Responsibilities
  • Develop and Implement CX Strategies: Undertake or commission research that provides valuable insight and analysis for business stakeholders, supporting the optimization of all customer journeys to drive advocacy, loyalty, and an exceptional customer experience.
  • Analyze Customer Data: Analyze qualitative and quantitative Voice Of The Customer and Speech Analytics data for every Vitality customer cohort using appropriate tools and techniques.
  • Track and Report Key Metrics: Develop comprehensive tracking and reporting, including dashboards and insight packs, that highlight key customer pain points and identify group-wide actions required to resolve them.
  • Establish CX Principles and Standards: Establish and implement clearly defined CX principles and standards to support the ongoing iteration and development of customer experiences across Vitality UK Group.
  • Contribute to Strategic Planning: Contribute to the development of strategic plans and initiatives based on data-driven insights.
  • Define Customer Experience Framework: Define the end-to-end Customer Experience framework that evaluates and measures customer perception in a consistent manner across all products and journeys.
  • Drive Cross-Functional Efforts: Drive cross-functional efforts to create a toolkit for group-wide application that elevates understanding, illustrates opportunities, and helps Vitality improve Customer Experience.
  • Educate Senior Leaders: Educate senior leaders in the CX discipline and benefits of well-executed CX improvement, and communicate the CX strategy across the organization, ensuring buy-in.
  • Involve Functions in Customer Journey Optimization: Involve all relevant functions in customer journey optimization and disseminate industry-leading CX knowledge and continuous improvement practices across the Group.
Essential Skills and Experience
  • Minimum 5 Years' Experience in CX Improvement: Minimum of 5 years' experience in successful delivery of CX improvement initiatives.
  • CX Certification: To be successful in this role, you will be certified in a recognized CX qualification or currently working through the certification level.
  • Operational Continuous Improvement: Experience in successfully managing and delivering change via proven operational continuous improvement methodologies to enhance the customer experience.
  • High-Pressure Environment: Experience working well in a highly pressurized environment with the ability to manage a number of high-profile initiatives at the same time.
  • Leadership and Influence: You must be able to demonstrate exceptional leadership skills and be able to influence at all levels. Previous experience of managing teams and coaching support staff is also essential.
  • Customer Obsession: You must be obsessed with the customer and passionate about the user experience.
About Vitality

Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place. We've been a purpose and values-driven business from day one, long before it became fashionable. Our core purpose is to make people healthier and enhance their lives.

We're committed to diversity and inclusion because it's good for our employees, for our business, and for society. To learn more, please visit our Careers page.

Vitality's approach to sustainability is to reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more, please visit our Careers page.