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    Customer Experience Analyst - London, United Kingdom - Arch Capital Group

    Arch Capital Group
    Arch Capital Group London, United Kingdom

    1 week ago

    Default job background
    Full time
    Description

    With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable PossibilitySM.

    As the Customer Experience Analyst, you will be responsible for the following key areas:

    Customer Segmentation and Journey Enhancement

    Collaborate with business stakeholders to identify and document customer segments and their respective journeys.

    Analyse customer journeys to identify pain points and areas for improvement.

    Recommend changes to enhance customer outcomes and overall satisfaction.

    Communications Testing Framework Management

    Oversee the communications testing framework to ensure effective and compliant customer communications.

    Collaborate with third parties responsible for testing high-risk communications to ensure accuracy and regulatory compliance.

    Work with the peer review panel to test medium-risk communications, providing valuable insights for improvements.

    Partner with the business to identify areas requiring remediation in communications and processes.

    Provide support and guidance to implement necessary changes to ensure customer-centric communications.

    Data and Insights Collaboration

    Collaborate with the wider team to understand data requirements and deliver valuable customer insights through data analysis.

    Proactively monitor customer outcomes, identify risks, and feed back to the wider business on lessons learned.

    Skills / Competencies

    Ability to multi-task and be highly organised.

    Strong track record of working collaboratively to deliver successful outcomes.

    Ability to communicate effectively at all levels.

    A proactive and self-motivated individual with a passion for delivering positive customer outcomes.

    Qualifications

    Minimum A level standard preferred

    University degree (or similar) desirable

    Experience

    Working knowledge of FCA conduct/customer requirements

    Working knowledge of improving customer experience

    Experience in insurance

    Experience in the Lloyd's market preferable but not essential

    Prior experience with communications testing and customer experience environments preferable

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