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Customer Experience Specialist

2 weeks ago

Basingstoke, United Kingdom Sovereign Housing Full time

Sovereign is a leading Housing Association, committed to providing quality, affordable homes and services within sustainable, successful communities. We're led by our values and driven by a strong sense of social purpose, placing our customers at the heart of everything we do.

We have a fantastic opportunity to join the Customer Experience Team as **Customer Experience Specialist **on a permanent basis. You'll be based from our Head Office Sovereign House Basingstoke, combining both home and office working to ensure a positive work/life balance.

The starting salary for this role is Circa £45,000.

**The Role**

Working closely with the Head of Customer Experience, you'll support in embedding Customer Experience at Sovereign, including customer journey mapping, personalizing experiences through use of our segmentation model and driving human centred design across the organization. You'll work collaboratively across the whole organisation to design, measure and continuously improve our omnichannel journeys.

You'll play a pivotal role in bringing the customer perspective to life for colleagues across Sovereign and championing the benefits of a customer first mind-set.

**Key Responsibilities**
- Supporting customer experience design at Sovereign
- Embedding the Customer Experience Framework, including your design of end-to-end omnichannel journeys
- Strengthening our customer journey architecture, ensuring it is aligned to the process and technology architecture and facilitates the mapping of omnichannel journeys across all products/services
- Navigating the customer experience and developing a rich understanding of opportunities to improve and add value utilizing co-creation methods, impressive facilitation skills and a test and learn approach to developing services through iterative design
- Developing, implementing and measuring customer journeys, through the use of data, insight and journey analytics
- Providing input and assessment across customer journey aligned processes, controls, training materials, knowledge bases, and system requirements
- Establish and maintain own effectiveness by developing working relationships with all stakeholders
- Using your wealth of knowledge and experience in leveraging a range of digital technologies, to create experiences that are easy for customers to use and efficient to deliver

**What we need from you**

You're a highly experienced and passionate Customer Experience professional, who is skilled in driving the Customer Experience across an organization. A housing background is not essential, but you must be able to evidence where you've driven change and transformed the customer experience.
- Drives omni-channel human centred design thinking
- Demonstrates an analytical mind-set to spot opportunities to improve customer experience and proactively drives those opportunities forward to delivery
- Demonstrates impressive facilitation skills and translates actionable outcomes from workshops, ideation sessions and focus groups, into a customer experience programme
- Possesses strong collaboration skills and communicates effectively with stakeholders, to positively influence different ways of thinking and navigate blockers
- Possesses robust problem solving skills to prioritize issues, uses data and insights to identify opportunities and accelerates enhancements to customer experience
- Engages, influences and secures commitment to delivery of the intended customer experience, across all levels within an organisation
- Proven knowledge and experience of a wide range of tools and methods, such as journey mapping, service blueprints and personas
- Demonstrates superior knowledge of future trends to challenge our ways of working

**What you'll receive from us**

We have some great benefits on offer at Sovereign, including:

- £450 flex-pot annually, discounted shopping & cycling scheme
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- Company pension scheme matched up to 12%, life cover at 4x your salary
- Flexible working - we're committed to giving people flexibility as widely as possible
- Options for private medical insurance, dental insurance & critical illness cover

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at Sovereign. Take a look at our careers site to learn more about us and our values.

It's an exciting time to be joining Sovereign as we journey through our transformation programme and work towards our Corporate Plan ambitions. If you're looking for a fresh opportunity, then we'd love to hear from you