CX & Optimisation Performance Manager

Job Description

Job Title: CX Performance ManagerLocation: Solihull / HybridHours: Full time, Permanent______________________________________________A bit about us:At BNP Paribas Personal Finance, were part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.Were here to provide simple and straightforward consumer finance solutions and we work with many well-known retailers and brands to help their customers finance their purchases in a responsible way.We care about making a positive impact for our colleagues, customers, partners and the wider community. Thats why we live by our values of were positive, were brave, and we own it.The Role:To deliver commercial and customer value growth through the identification of opportunities to improve our customer journeys based on conversion, partner and market insightThe role holder will play a key role in setting up, managing and improving our customer conversion and & monitoring capabilities for digital journeys - across our key partnerships and productsIn particular they will have technical experience in setting up and running Google Analytics / Google Tag Manager and ideally a range of other UX insight tools - for example Hotjar, Firebase, Surveymonkey and Medallia.You will work closely with CX managers in our partners businesses to collate, monitor and understand the reasons for our current customer KPIs - and work together to develop and prioritise our roadmaps for tests and improvementsKey Responsibilities:

• Google analytics / Firebase / Hotjar reporting - to monitor customer conversion / activity and key points of customer friction or drop-out
• Customer Journey optimisation - Working closely internal and external partners to conduct deep dives into points of dropout or friction and defining what might be done. Use existing data from tools such as GA , Medallia and Hotjar but alsogathering deeper insights e.g. from targeted digital surveys . This will include work on assessing our competitors in the market and other useful comparisons along with identifying points of customer friction, dropout and any potential conduct challenges weneed to consider in line with Customer Duty regulation
• Test design and evaluation -using these insights - propose and prioritise tests that could improve our CX. Leading the test structure and robust measurement of these tests to ensure winners can be rolled out
• Journey Changes - working closely with our IT and business teams as journey SME to ensure that we have tested any changes before and after they go live. Also ensure our CX tracking provides insights from before and after any change is made.
• Journey Maps - In addition the role holder will own the maintenance of our customer journey maps for each customer journey to ensure have a sound foundation to build our tests
• CX Insight Capability improvements - use your technical knowledge of best in class CX insight to propose improvements to our toolkit

Skills & Attributes:

• Drive and detail focus - the determination to deliver on time and to ensure the reports and numbers produced are cross checked and accurate
• Evidence of working in partnership with a wide range of teams and stakeholders

• Good understanding of digital UX best practice

• Demonstrate passion and enthusiasm for delivery and "getting things right"
• Ability to work a detailed level - able to cross check numbers to ensure accuracy
• Motivated to make a difference to the business and for our customers

• Team worker

Could this be youBNP Paribas Personal Finance believe its a positive attitude and passion to make things happen that matters most.Confidence can sometimes hold us back from applying for a job. But well let you in on a secret: theres no such thing as a perfect candidate. If you feel you meet 75% of the requirements for this role, we would love to hear from you. Also, if you areconsidering a career move or a sector-jump, please get in touch, we welcome applications from people with transferable skills.Whats in it for youAs well as working for a Top Employer UK 2023 and being part of a team that changes customers lives, there are some excellent benefits too. We offer a competitive salary, a contributory pension scheme, and our Health Cash plan scheme. You also receive accessto our multi-award-winning flexible benefits platform designed to provide you with the best range of benefits available to suit your lifestyle including life insurance and private medical insurance. There are also perks which give you fantastic discounts offeating out, cinema tickets, days out and much more. Learn more about what it means to be part of the BNP Paribas Personal Finance team here: playlistlist=PLQUzrPfMI6WNvADKdIPqN9PpY9vjjswdQ or follow this link to learn more about careers at BNP Paribas PersonalFinance: https://careers/.Equal Opportunities DisclaimerBNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race,religion or belief, sex or sexual orientation.