Customer Experience Specialist

What does the role involve?

Reporting to our Customer Experience Improvement Manager, we're on the lookout for a Customer Experience Specialist who's eager to dive deep into what makes our customers tick.  You'll work as part of our Customer Experience Improvement team where you'll be using data insights to identify how we can shape improvements across our customers journeys and enhance service levels.

You'll play a pivotal role in driving changes by creating compelling narratives that engage senior stakeholders and ensure solutions are embedded to support our customers. Your expertise will directly impact our ability to enhance productivity, improve quality, and ensure customer satisfaction.

Some of your key duties will include:

• Developing reports, insights and delivering presentations to clearly communicate RCA (root cause analysis) solutions to stakeholders at all levels  
• Involvement in customer journey mapping and looking at all customer touch points to investigate what went wrong and why 
• Working collaboratively across multiple business areas to ensure ownership over, and reduction of, negative customer sentiment 
• Ensuring the business operates within the FCA and ADR framework and promotes good outcomes for customers