Customer Experience Associate, UK Flexible

Job Description

Job Title: Customer Experience Associate (CX Performance Associate)Business Unit: CX PerformanceLocation: Northern Ireland - Belfast, England - Southern England, Scotland - Central Scotland, UK Salary £27,859 - £34,824 per annum DOEEmployment Type: PermanentIn our quest to make things better, we never stop looking at how every bit of banking works. We sweat the small stuff, because we know it makes a big difference for our customers. But at the heart of this are our people - who we couldnt do without. Ourbold and brilliant colleagues who bring their A game every single day. The question is - are you ready to bring yoursWe have an amazing opportunity for someone to join our CX Performance Team as a CX Performance Associate, primarily specialising in the understanding, management and development of our customer experience data. If you are self-motivated, enthusiastic andready to make a real difference to a successful and go-getting team then we are looking for you!Heres what you will be doing.

• Undertaking complex analysis across all areas of CX performance, including smile score, customer journeys and voice analytics capability, making recommendations to meet specific objectives around performance improvement
• Designing and building algorithms which merge and interrogate data to supply tailored reports to key decision makers about our CX performance progress
• Development of initiatives designed to improve CX performance & customer journeys
• Producing power point collateral & reports that distil complex data and insights into key points for decision making and discussion at customer experience forums
• Engaging with multiple stakeholders across the business to ensure successful embedding of CX Performance understanding and required changes to enhance the customer experience
• Helping refine CX Performance reporting standards and data management best practices
• Support the wider Operations Optimisation work stack as appropriate

To be successful youll need to bring...

• Proven business analysis & business readiness experience with ability to interpret and interrogate complex data from a variety of sources
• Experience of applying agile business change methodologies and processes including exposure to complex projects
• Knowledge of relevant Microsoft software, including Project, Visio, Excel, PowerPoint and Word. Statistical package knowledge such as R, MiniTab etc desirable
• First class inter-personal skills coupled with strong influencing abilities
• The ability to work independently, to deliver high quality results within tight timescales whilst working under pressure
• Ability to communicate effectively via multiple channels to a range of audiences, including senior management
• An inquisitive mind and the ability to embrace new challenges

RED HOT Rewards

• 38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)
• Five extra paid well-being days per year
• A 35 hour working week
• 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
• Market leading Pension
• Private Medical Insurance
• Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
• A digital-first colleague experience
• Ability to work anywhere in the UK (where the role allows)

And the great news is, all these benefits are available to colleagues from day one!Inclusion at Virgin MoneyInclusion is at the heart of everything we do here at Virgin Money. Its good for you, its good for us and its amazing for our customers. We know that great minds dont think alike, so we rely on your diverse thoughts, feelings, beliefs and backgroundsto be the best we can possibly be. Got any questions about this or need some support with your application Wed love to hear from you so get in touch with our careers team via email.Now the legal bitLiving A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but we will need to you to confirm you have the Right to Work in the UK.If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing 3 years worth of satisfactory references.

Keyskills :
Statistical PackageBusiness ReadinessCustomer JourneysQuality ResultsPerformance Reporting