Customer Experience Specialist

Better Placed
£30000 - £45000 per annum + car allowance, flexible benefits
13 November 2018
11 December 2018
Lucy Butterfield
Job Function
Contract Type
Full Time
Customer Experience Specialist/Executive

£30k - £45k per annum plus car allowance and flexible benefits scheme


My client is an online challenger bank who provides an easily accessible credit and debit solutions for SMEs and start-ups, which often get a raw deal from high street banks.

Reporting into the Customer Engagement Manager, we are looking for a candidate who is experienced in managing the customer journey from an online, operational perspective.

This role is responsible for identifying underlying customer-impacting issues, and ensuring the Voice of Customer is consistently upheld from the initial point of contact until resolution and ongoing support.

About the role:

* Identifying gaps in the customer journey, making recommendations for improvements.
* Monitoring online sites (e.g. social media, online chat) and escalating any issues that impact customers.
* Managing escalated customer incidents through to completion by liaising with relevant servicing teams.
* Proactively seeking data and feedback from other teams to improve customer journeys/customer experience.
* Updating customer journey documentation and recommending improvements.
* Continuously identifying customer impacting and servicing improvements, communicating these to the relevant teams.
* Gathering customer feedback through creating and distributing customer surveys and analysing results.
* Reviewing social media touchpoints, analysing data, creating and implementing action plans.
* Maintaining compliance and best practice across social media.
* Publishing customer experience improvement reports.
* Maintaining product and training materials, ensuring these are kept up to date.
* Championing the voice of customer at all times through insight activities and acting on these.
* Producing ad-hoc communications related to product and servicing issues as needed.

About you:

* You must have a previous background in the operational side of customer service - e.g. customer journey management, customer experience **PLEASE NOTE**: This role is NOT a contact centre role, but more technical and operational, relating to all of the back-end process that supports customer experience.
* A background in a customer centric marketing or operational role
* Proven cross-functional stakeholder management skills - working with technical, marketing, operational and customer-facing teams.
* Project-orientated approach and/or background in relation to customer experience.
* Outstanding written and verbal communications skills are a must.
* An analytical, methodical approach.
* Proven experience in updating process and customer journey documentation.

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