Customer Experience Specialist - Reigate, United Kingdom - Just Retirement

Just Retirement

Verified Company

Reigate, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Marketing and Communications

Customer Experience Specialist

Reigate/London/Belfast

Permanent - Full time
- ______________________

About the role

As Customer Experience Specialist you will support the development and implementation of the Group customer experience strategy, ensuring that from a high level perspective, all customer propositions, handling, journeys and policies are aligned to the experience defined in the Group's brand strategy.

You will also be responsible for supporting enterprise-wide customer initiatives (e.g. vulnerable customer and customer centricity programmes) that will be overseen by Group Customer Experience, ensuring consistency and alignment with the brand.

It will involve influencing customer marketing, product and proposition development, distribution and the business development function to ensure all activities are aligned to the Group's customer experience strategy.

Accountabilities- Support the development and implementation of the Group's customer experience strategy aligned to the Group's brand strategy (Retail, HUB Group and DB)- Support 'enterprise wide' customer initiatives whether initiated by brand or behavioural insights or by regulatory or commercial imperatives.- Support the managers within Retail, DB and HUB Group to ensure their areas of responsibility embrace the customer focus and principles that are integral to the Group's brands and market positioning- Produce relevant analyses from customer feedback to assist the Group in directing change resource to improving customer experience and outcomes- Assess a wide range of inputs, including customer feedback, data, market research, and personal experience to identify new opportunities to improve the customer experience and share these with the relevant business areas- Support the development and implementation of initiatives to create lifetime value relationships with our existing customers across multiple propositions and services.

Qualifications
Relevant professional qualification e.g. Financial Services, Agile, CX or L&D

Skills and Experience- Working in a matrix management environment with many stakeholders- Collaborating with business teams to diagnose organisational challenges and developing solutions to improve the customer experience- Supporting the scoping of proposals and projects and managing time spent against projects effectively- Excellent communications skills - both oral and written- Excellent influencing and stakeholder management skills- Knowledge of customer experience theories and practices, including customer journey mapping- Knowledge of agile theories, concepts and practices are desirable- Knowledge of learning and coaching theories such as Kolb, Bloom and GROW

Overview of Company

We're a specialist UK financial services group focusing on attractive segments of the UK retirement income market but guess what, we're not your traditional financial services company and we're not just looking for traditional financial services people.

In 2021 we were named as one of the UK's 100 Best Large Companies to work for and accredited as a 2 star organisation, representing outstanding levels of engagement.

Alongside these we were also recognised as one of the Financial Services' 30 Best Companies to Work For, London's 75 Best Large Companies to Work For, South East's 100 Best Companies to Work For and Northern Ireland's 10 Best Companies to Work For.

Company Benefits- A Competitive Salary, amazing Pension Scheme and Life Assurance- Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday- Private Medical Cover and Income Protection, just in case- A generous and highly achievable bonus scheme - paid annually based on individual and company performance against targets- Opportunity to progress within your career both in-role and within the company- FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)- A variety of Employee Funded Benefits available to you via our Online Benefits Portal- Plus, several additional purchase options available for you and your loved ones