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Customer Experience Practitioner

GerrardWhite
Job LocationManchester
EducationNot Mentioned
Salary40,000 - 55,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

Customer Experience PractitionerLocation: Remote Working or Manchester Office Salary between £40,000 - £55,000Who are weWere one of the UKs largest managing general agent, supporting over 1,000 broker partners and more than 3 million policyholders with a wide variety of insurance products. As a Group we have recently become one of the UKs largest motor insuranceproviders and have an impressive portfolio of businesses. There are very exciting growth and acquisition plans for us moving forward so watch this space! The RoleThis is a key role in the companys Customer Experience team whose main objective is supporting the business to improve the end to end experience our customers have. Reporting to the Customer Insight and Improvement Manager, you will support our evolvingcustomer experience strategy and be responsible for overall measurement of our customer satisfaction programme.This is a wide reaching and varied role offering the opportunity to work across the business with a range of stakeholders at different levels to identify and initiate change to improve customer outcomes. Customer Experience act as the Voice of Customer toidentify pain points in the customer journey, driving solutions to deliver a seamless journey for customers and return on investment for the business.Responsibilities: Provide SME knowledge to the business on Customer Experience measures, including NPS and CES. Lead and project manage development of the systemic storage and reporting of the voice of customer survey programme data. Liaise with Third Party customer satisfaction survey supplier to maintain question sets and design new surveys. Responsible for requirements gathering for creation of new survey files, testing and problem solving for existing survey file issues. Deliver a programme of changes to question sets and surveys to continually improve the volume and quality of insight. Provide meaningful trend data analysis and insight that enables the business to identify and investigate key themes. Identify customer insights and key drivers of positive and negative customer experience from customer feedback, using storytelling to bring the key themes to life. Prepare reporting and presentations to share insights and recommendations with internal and external stakeholders on improving processes, products, and service. Establish cross-business, cross-functional relationships at all organisational levels and across different departments to support:

    • improvement of existing business processes, products, and services through customer journey mapping, identifying customer pain points, detailing user stories, tracking customer journeys, and conducting data analysis using multiple data sources to solvebusiness and customer problems.
    • the development of new products and services
Work with the business to understand priorities for improvement, be a central point for coordinating findings, recommendations, and action plans.Work collaboratively with the wider CX team to gather and analyse customer insight, including ata and colleague feedback. Record and report on the impact that improvement activity has on Customer Experience Measures and the customer journey. Present information to facilitate decision making on key items at Exec level where required, documenting rationale as decisions are made. Ensure any operational risks are identified and fed into the Risk and Governance framework. Highlight and report potential conduct risks identified from customer survey insight. Raise the profile of Customer Experience as the companys CX strategy evolves.What were looking for: Customer Experience measurement SME. Demonstrable experience of designing and improving customer surveys. Experienced in qualitative and quantitative research methodologies. Strong analytical skills, experienced in identifying areas for process improvement Creation of compelling stories from customer data and insights. Demonstrable customer journey mapping experience. Excellent stakeholder management skills. Demonstrable ability to think strategically and operate within a broad context, with strong commercial awareness. Advanced Microsoft Excel, Word, and PowerPoint skills. Ability to engage and influence key stakeholders. Demonstrable focus on customer outcomes and drive for continuous improvement.Desirable Certified Customer Experience professional, FCXP, CCXP or other recognised certification. Experience of customer experience measurement and deployment in the Insurance sector. Experienced in the application of statistics to survey data.What is the salary and hours 35 hours per week, 9am and 5pm Monday to Friday. The role will be working remotely or based in the Manchester office if preferred. Salary will be between £40,000 - £55,000.What benefits are there We offer 30 days holiday (inc Bank Holidays) with the ability to buy and sell more days. We have a 5% contributary pension scheme, health and wellbeing support, life assurance which is 4x annual salary, and a whole online portal full of individual benefitsincluding retail discounts, memberships, discounted restaurants, cinema tickets and much more.

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