Jobs

    Agile Practitioner - Manchester, United Kingdom - Vermelorpo

    Vermelorpo
    Vermelorpo Manchester, United Kingdom

    2 weeks ago

    Default job background
    Description
    This is a remote position with the requirement to travel to London once a month.

    This is a remote position with the requirement to travel to London once a month.
    Research, Measurement, Data, Analysis, Insight, and Reporting
    Collaborate with other CX Team colleagues to maintain survey question sets and design new surveys.
    Collaborate with other CX Team colleagues to continually improve the volume and quality of insight.
    Produce meaningful trend data analysis and insight that enables the business to identify and investigate key themes.

    Work collaboratively with the wider CX team to gather and analyse customer insight, including complaints data and colleague feedback.

    Collaborate with other CX colleagues to ensure the quality of the reporting produced meets the report brief.

    improvement of existing business processes, products, and services through customer journey mapping, identifying customer pain points, detailing user stories, tracking customer journeys, and conducting data analysis using multiple data sources to solve business and customer problems.

    Provide SME knowledge with respect to digital and human customer experience design, using primary research to determine customer needs and expectations, working in an Agile environment.

    Provide SME knowledge with respect to root cause analysis and continuous improvement methodologies.
    Risk, Compliance and Governance
    Ensure any operational risks are identified and fed into the Risk and Governance framework.
    Highlight and report potential conduct risks identified from customer survey insight.
    Actively work with Risk and Compliance to develop and embed frameworks and best practice.

    Excellent facilitation and collaboration skills to run and manage effective virtual workshops using a virtual whiteboard product such as Miro.

    Experience of designing digital and human customer experiences using a design thinking approach and primary research.
    Creation of compelling stories from customer data and insights.
    Demonstrable customer journey mapping experience, identifying touch points, pain points and the data required to measure CX improvements.
    Demonstrable ability to think strategically and operate within a broad context, with strong commercial awareness.
    Advanced Microsoft Excel, Word, and PowerPoint skills.
    Experience of demonstrating compliance with The Consumer Duty Regulations in a Financial Services company.
    Seniority level Mid-Senior level

    Employment type Full-time

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