Client Experience Analyst

Job Description

The VacancyOVERALL SUMMARYThe Client Experience Analyst will be responsible for supporting the Strategy & Client Experience Senior Manager in the development of and, support and assist the delivery of our client experience. In addition, helping to provide a 360 degree view of the market,identifying trends, opportunities and threats to ensure CBAM is market leading and an attractive partner. Working closely with the Strategy & Client Experience Senior Manager the role holder will help to position CBAM as a trusted advisor across the business and contribute to the companys strategy. A creative approach to problem-solving and attention to detail is essential. Proactivity and responsiveness is required at all times, as well as the ability to multi-task across a range of projects with multiple stakeholders at different levels across the business. RESPONSIBILITIESDeliver customer experience projects and improvements

• Support the delivery of the business wide client experience programme
• Assist the development and set-up of Voice of the Client initiatives including feedback touchpoints
• Work with the business to identify priority CX initiatives from the client perspective and insights. Help oversee the implementation through the Client & Services Committee and its sub-committees
• Help implement on-the-ground quick wins and strategic changes to improve client experience metrics and reduce the risk of client harm
• Support the delivery of client experience projects that align to key client experience capabilities such as:
• Client value proposition development
• Channel and engagement strategy; and
• Client-focused culture development
• Create client journeys and personas, and educate the business on how to operationalise and gain value from them
• Support the business with client journey reviews and revisions
• Facilitate workshops based upon user-centred design
• Prepare and present findings to stakeholders, and subsequently help deliver endorsed recommendations

Promote the importance of client experience across the business

• Support and promote client experience thought leadership to evolve ways of working
• Research and share trends on CX innovation as a point of inspiration, that can challenge the status quo, and drive growth and improved client outcomes
• Support the delivery of client-focused training initiatives
• Prepare papers and minutes for the Client section of the Client & Services Committee and its sub-committees

Provide client insights, highlighting improvement and innovation opportunities

• Plan and execute quantitative and qualitative client experience research
• Support communications and product testing in line with Consumer Duty
• Bring together external research, client feedback, digital data, operational touchpoints and other client data points to inform decision making
• Work with the wider business and Group functions to gather and utilise qualitative and quantitative client research

Adhere to Risk & Compliance requirements

• Ensure that all Governance and Compliance requirements are adhered to including, but not limited to, Consumer Duty
• Ensure all Governance and Compliance reporting and review activities required by the Regulatory Bodies are carried out to the standards required

WE WOULD LOVE TO HEAR FROM YOU IF:

• Experience in Financial Services
• Understanding of client experience measurement techniques, including both qualitative and quantitative methods
• High quality verbal and written presentation skills suitable for stakeholders across all levels of the organisation
• Responsiveness to enquiries and requests
• Ability to work at pace and maintain high quality of output
• Proactive approach to work
• Strong sense of initiative and a self-starter who can work equally well in a team or on their own
• Workshop preparation and facilitation skills
• Strong problem-solving skills
• Ability to analyse and derive actionable insights from both quantitative and qualitative data
• Experience of conducting primary and secondary research
• Experience creating personas and journey mapping
• Experience supporting client experience strategy projects
• An understanding of B2B, B2C and B2B2C markets
• A broad understanding of digital technologies
• Highly collaborative with proven experience working with adjacent teams and/or external partners e.g. Business SMEs, Design, Digital, Business Architecture, Business Analysis, Data Analytics, Operational Excellence
• An understanding of agile methods to assist us in forming, developing and implementing ideas

As an employer, Close Brothers Asset Management is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employees or candidates are subject to discrimination on grounds of any characteristicsincluding but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs. We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role. To avoid any ambiguity around fees, please note that speculative CVs received by Close Brothers, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.