Customer Experience Specialist

Recruiter
Better Placed
Location
England,London
Salary
£30000 - £45000 per annum + car allowance, flexible benefits
Posted
13 November 2018
Closes
11 December 2018
Ref
LB/27204
Contact
Lucy Butterfield
Job Function
Marketing
Contract Type
Permanent
Hours
Full Time
Customer Experience Specialist/Executive

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

London

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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