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Customer Experience Manager
2 months ago
We are seeking a highly skilled Customer Journey Manager to join our Insurance, Pensions and Investments (IP&I) team within our General Insurance Platform. As a key member of our Platform Feature team, you will play a crucial role in product development, working closely with the Product Owner and broader product team to understand, measure, and orchestrate Customer Journeys.
Key Responsibilities- Collate and analyze data using pre-determined tools, methods, and formats to identify shortcomings in existing processes, systems, and procedures.
- Deliver prescribed outcomes and/or support others by carrying out designated research activities using existing systems and protocols.
- Meet customer needs related to simple products and services while following standardized protocols and/or provide back-office support to a customer advisor team.
- Support others by performing prescribed product development/engineering activities (e.g., analyzing client situations, interpreting data, etc.) using existing procedures.
- Coordinate and prepare complex documents using multiple computer applications (such as Microsoft Office), while also capturing and summarizing data for special reports.
- Process and respond to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.).
- Proven understanding of legacy data systems and experience in modernization efforts.
- Base level SQL skills and expertise in database technologies (SQL, NoSQL). Understanding of cloud-based data engineering in GCP.
- Understanding of Data Dictionaries, Lineage, and Data Flows. As well as Data Product concepts and the differing layers.
- A standout colleague who demonstrates flexibility to contribute to the Platform Feature team, proactively working outside the job role profile to enable delivery with the Feature team.
We are committed to building a workforce that reflects the diversity of our customers and communities. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. We welcome applications from under-represented groups and are disability confident. We offer a wide-ranging benefits package, including a generous pension contribution, annual performance-related bonus, share schemes, and benefits that can be adapted to your lifestyle.
