Customer Experience Specialist

£30000 - £45000 per annum + car allowance, flexible benefits
29 Nov 2018
29 Dec 2018
Lucy Butterfield
Business Type
Brand / In-house
Senior Executive
Contract Type

Customer Experience Specialist/Executive

£30k - £45k per annum plus car allowance and flexible benefits scheme


My client is an online challenger bank who provides an easily accessible credit and debit solutions for SMEs and start-ups, which often get a raw deal from high street banks.

Reporting into the Customer Engagement Manager, we are looking for a candidate who is experienced in managing the customer journey from an online, operational perspective.

This role is responsible for identifying underlying customer-impacting issues, and ensuring the Voice of Customer is consistently upheld from the initial point of contact until resolution and ongoing support.

About the role:

  • Identifying gaps in the customer journey, making recommendations for improvements.
  • Monitoring online sites (e.g. social media, online chat) and escalating any issues that impact customers.
  • Managing escalated customer incidents through to completion by liaising with relevant servicing teams.
  • Proactively seeking data and feedback from other teams to improve customer journeys/customer experience.
  • Updating customer journey documentation and recommending improvements.
  • Continuously identifying customer impacting and servicing improvements, communicating these to the relevant teams.
  • Gathering customer feedback through creating and distributing customer surveys and analysing results.
  • Reviewing social media touch-points, analysing data, creating and implementing action plans.
  • Maintaining compliance and best practice across social media.
  • Publishing customer experience improvement reports.
  • Maintaining product and training materials, ensuring these are kept up to date.
  • Championing the voice of customer at all times through insight activities and acting on these.
  • Producing ad-hoc communications related to product and servicing issues as needed.

About you:

  • You must have a previous background in the operational side of customer service - e.g. customer journey management, customer experience **PLEASE NOTE**: This role is NOT a contact centre role, but more technical and operational, relating to all of the back-end process that supports customer experience.
  • A background in a customer centric marketing or operational role
  • Proven cross-functional stakeholder management skills - working with technical, marketing, operational and customer-facing teams.
  • Project-orientated approach and/or background in relation to customer experience.
  • Outstanding written and verbal communications skills are a must.
  • An analytical, methodical approach.
  • Proven experience in updating process and customer journey documentation.