Member Experience Manager

Job Description

Role OverviewWe have a fantastic opportunity for a Member Experience Manager to join our Customer Engagement team fixed term (2 years) basis. So if you have a solid experience of promoting and implementing change that improves customer experience, this position might befor you!In this role, reporting to Head of Member Experience, you will be working with a wide variety of stakeholders in order to improve the experience for our 12 million members. Day to day, this will involve analysing data to identify problems and opportunities,reviewing customer journeys, and working across Nest to trigger and deliver change. These changes could be to our product, our service, or our communications.The Member Experience Manager will also need to stay abreast of industry initiatives and competitor activity in key areas, such as pension transfers.To be successful in this role, you will have the following skills, attributes and experience:

• Solid experience of promoting and implementing change that improves customer experience
• Excellent analytical skills with a proven ability to critically analyse issues, consider options and develop recommendations based on solid reasoning
• Experience of providing customer facing solutions including product development
• Experience of working with customers (eg members/employers, payroll providers, intermediaries) and understanding their needs
• Demonstrable evidence of delivering creative solutions to complex problems

Please download a full job description to find a full scope, deliverables, experience and personalattributesrequired for this role.Directorate/Department OverviewThe Customer Engagement directorate brings together teams that are responsible for setting the strategy and defining NEST’s proposition for different customer segments, delivering product and service changes that improve our customers’ experience, and designingand delivering a targeted customer engagement approach, marketing campaigns and activity to support NEST’s objectives.There are two core customer experience teams: one for Employers & Intermediaries, and one for Members. Each is headed by a Director who owns the end to end customer experience across all our delivery channels for their respective customer groups. These teamsset the proposition and strategies for delivering changes to our product, online experience (both PAW, TAW and help centres) and work with colleagues in Service Delivery to agree the servicing model and standards (which is then overseen day to day by the ServiceDelivery department). The teams also set the marketing strategies and objectives for their customer groups, and, working with the Marketing Creative Services team, implement tactical integrated marketing plans.As part of the shift to focus on the customer experience the Employer and Intermediary team also includes our Business Development and Account Management function. This has a direct presence in the large employer and intermediary market and seeks new businessopportunities and strategically manages our key employer and trading accounts to defend retention risks and seize new opportunities for growing the use of NEST.These two customer experience teams will be supported by specialist teams that then provide the expertise and delivery capacity to:

• provide customer and market insight, providing an evidence base to inform our proposition development and then support the A/B testing of new elements
• do the detailed design, working closely with TCS, of product changes and ensure they are delivered as specified and contractually reflected
• plan and execute marketing campaigns and events – producing collateral in house or through agencies that is in line with our brand strategy

The teams work closely with colleagues throughout NEST Corporation and its work has direct and tangible impacts on the key interactions our customers have with the NEST scheme on a daily basis.Organisational OverviewNest is an award-winning workplace pension scheme, the largest in the country.Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committedto creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.Diversity, Equity and InclusionEveryone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, belief, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities,socio economic background, sex, sexual orientation, religion or race or any other legally protected status.We also recognise the importance of diversity of thought and other forms of neurocognitive variation.We are a level 2 Disability Confident Leader under the Disability Confident Scheme. As a Disability Confident Committed organisation, we’re part of the guaranteed interview scheme.Please note that this advert may close early if we receive a sufficient number of satisfactory applications.If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact .uk.