Customer Experience Specialist
£50,000 -£55,000 per annum & bens
This is an exciting opportunity to be a part of the strategy team to support, identify, drive and champion opportunities to improve the quality of a member's experience. You will provide helpful and easy to understand solutions to resolve customer issues and continually identify opportunities to improve their experience using the insight gathered from the various sources within the business. Responsibility will include; presenting data & recommendations to stakeholders to gain commitment and implement measurable customer experience. Review all member's services from a members perspective to continually learn what it is like to be a member and gain feedback to understand and implement change initiatives. Collate and analyse customer expressions of dissatisfaction and complaints to ensure experience metrics are improved over time. Create, provide information and support training on initiatives and changes within the business. Influence senior stakeholders and staff to support the delivery of proposed improvements via the appropriate channels and processes as well as work with the insight function to facilitate the ongoing evolution of a members experience.
The ideal candidate will have prior experience within a similar role with a strong sense of customer awareness and the ability to make sound decisions and recommendations. You will demonstrate experience in a Customer Services
environment or Customer Insight role ideally within the Financial Service, or a similar highly regulated environment. Experience of facilitating, designing and maintaining customer journey maps, and experience of customer feedback and
voice of customer programmes is also required. You will also have strong analytical skills and an understanding of digital cost efficiency and business transformation. Experience in Omni-channels i.e. Telephony, CRM,
Paper, Digital, Social Media and a CX related qualification would be desirable. This role is Liverpool based with some travel to London as required. If you are interested in applying for this role, please email your CV via the link