Customer Experience Executive

Recruiter
EMR
Location
England,London
Salary
£40000 - £45000 per annum + Car + Benefits
Posted
30 Nov 2018
Closes
28 Dec 2018
Ref
1631029
Contact
Ronak Patel
Job Discipline
Other
Experience Level
Executive
Sectors
Financial
Contract Type
Permanent
Hours
Full Time
Responsibilities:

* Identifying potential gaps/areas that require improvement in the customer journey, and putting forward potential solutions
* Monitoring online sites and escalating any customer impacting issues
* Managing escalated customer incidents through to completion by liaising with the relevant servicing teams
* Proactively requesting data and feedback from other areas of the business to provide insights into Customer Journeys and Experience
* Updating Customer Journey documentation and recommending improvements to improve the customer journey
* Continuously identifying customer impacting process and servicing improvements and communicating them to the appropriate teams
* Gathering customer feedback by creating and issuing customer surveys and then analysing the results
* Reviewing social media touch points, analysing the data and creating and implementing action plans
* Maintaining compliance with policies for Social Media
* Creating and publishing customer experience and improvement reports
* Maintaining product and training materials and ensuring their kept up to date
* Supporting additional Voice of Customer insight activities

Requirements:

* Previous experience working in a customer focused environment
* Solid experience of customer experience ideally in financial services or in a service based environment
* A background in a customer facing role either from a marketing or operational role
* Excellent communication skills, both written and oral
* Ability to work cross functionally and build relationships with all departments and stakeholders
* Analytical and methodical approach
* Ability to work on multiple projects and meet deadlines
* Proficient in updating process and customer journey documentation
* UK experience is essential

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