Senior Customer Experience Insight Analyst
Location
Swindon | United Kingdom
Job description
The opportunity
This is a brand new and exciting opportunity within our Proposition Team at Openwork and has key responsibilities to deliver our design process for CX Improvements through the delivery of customer (CX) focused initiatives.
Responsible for analysing, identifying, and understanding customer behaviours, preferences, and pain points. Using your knowledge of Design Thinking methods and techniques, you will work with the Head of CX and CX support Leads, SMEs and Stakeholders to map out our key Customer Engagement, Lead Journeys and Value Streams – helping Openwork better understand the needs of our Advisers and Clients, whilst ensuring that consumer duty regulations are being adhered too, analysed and reported at all times.
The benefits:
- Salary - up to £55,000
- Bonus scheme - on target bonus -10%
- Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
- Critical illness cover
- Income protection - 1x salary
- Death in service - 4x salary
- 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
- A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities:
- Build on customer database for CX date driven decisions across the business.
- Designing and measuring an insight, analytics and research program to understand customer satisfaction and good customer outcomes/harms across openwork customer touchpoints (fully e2e) inc Client.
- Identifying priority customer failures and action areas and working with business stakeholders to develop operational solutions.
- Measuring business improvement against CX and translating this insight into business performance
- Surfacing regular reporting on the customer experience to feed into senior leadership forums.
- Managing the current and future suite of NPS surveys and running bespoke research projects focussed on CX.
- Manage stakeholder engagement at all levels ensuring “buy in”, adoption and clarity.
- Adherence to the OW standardised governance approach for customer contact.
- Proactively manage all risks, issues, constraints, assumptions, and dependencies
- Facilitate and lead discussions including workshops, retrospectives, project evaluations and assessment of results, risks and lessons learnt
- Assimilate and present information in a concise and clear manner
- Produce transition plans to ensure change is accepted, embedded and sustained.
What will you need to succeed?
- Minimum of 5+ years of a demonstrable career history working in a Financial CX or/analysis/insights role
- Good understanding of consumer Duty and how these feed into data and analysis and consumer harms
- A lifelong learning approach to developing CX knowledge and skills.
- Customer Experience design
- Business process analysis and design
- Journey Mapping, Value Stream analysis and mapping experience
- Experience of creating reports and dashboards for management reporting
- Survey platform experience in creating and delivering.
- Stakeholder management experience
- Conducting customer research experience
- Accredited Lean Six Sigma Green belt or above desirable
- Change Management experience is desirable.
- Strong problem-solving and analysis skills
- Broad understanding of digital technologies
- Concept usability testing and gathering feedback.
- CX measurement techniques (qualitative and quantitative) NPS/CSAT/CES
- Solving complex problems using design-thinking methods and techniques
- Website CMS and CRM platforms
- Understanding of B2B and B2C in financial markets
- Assessing new technologies for customer engagement and business process improvement Knowledge
- Applied knowledge of Design Thinking and Lean ways of working
- Customer outcomes and user behaviour analysis
- A customer centric and analytical mindset is essential.
- Strong facilitator skills with the ability to lead brainstorming, workshops, focus groups (i.e VOC)
- Ability to work with ambiguity and to be able to adopt a curious mindset to identify opportunities.
- Ability to operate under pressure, being resilient, tenacious, and diplomatic.
- Be versatile by being able to perform other tasks and supportive roles in project-related areas as required.
- Work in collaboration with others, sharing best practice and knowledge across all aspects of Propositions and Change Management.
- Able to work unsupervised, taking responsibility for own tasks and prioritisation of work.
- Able to demonstrate initiative and a proactive approach to daily tasks.
- Good listener who takes time to understand different perspectives.
- Self-motivated and reliable
- Hands on practical approach, with persistence and determination
- Positive approach even when experiencing setbacks.
- Able to adapt to changing priorities, complexities, and ambiguity.
- A natural ability to build credibility to influence and negotiate with senior stakeholders and drive change
Why us?
We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.
We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.
Job tags
Salary
£55k per annum
