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SalaryAt Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.
Our business is transforming, continually modernising and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us!
A fantastic opportunity has arisen to join the Customer Experience Insight team, as a Customer Journey analyst. The team sits in the Customer Interaction department and currently compromises of 5 individuals responsible for the affluent customer experience and vulnerable customer frameworks.
We are looking for someone who is confident working with stakeholders across all of the business units, working with multiple departments in order to map the customer experience across our key journeys. Whilst the key element of the role is the construction of these journey maps, the successful applicant will need to be confident presenting these journeys back to senior leadership and using the learnings obtained to further the change agenda.
Due to the high number of senior stakeholders the successful applicant will be working with, the role presents a unique opportunity to work and learn from senior leadership across the group. The opportunity to enhance and grow your existing skills and learn from your stakeholders means that this is an excellent opportunity to grow your career.
- Customer Insight & Experience Specialist
About the Role
Level: Analyst 3
Department: Customer Experience & Insight
Location: Southampton (ideally office based but open to hybrid)
Contract type: Permanent
Non-regulated
As a Customer Journey analyst your role will be to understand the customer's experience across all services within the group and showcase this to key stakeholders, using the learnings to support the change agenda. You will need to identify key touchpoints, improve customer interactions, and ensure that the customer's experience is positive throughout their engagement with the brand.
To do this you will need to engage with multiple stakeholders all across the group to ensure you have a firm understanding of the process and utilise their insights and experience to quickly understand how the service performs from the customers perspective.
You will then be able to document this experience using the designed methodology to capture this Customer Journey in an engaging and easy to understand way. Where you spot improvement opportunities, you will document these and ensure these are channelled into the change agenda. You may not be owning these opportunities going forward, but you are responsible for ensuring these are considered by the change department.
You will subsequently be the owner of the Customer Journey map and will need to ensure this is kept up to date with future changes.
You will own the plan for journey mapping and will ensure this is visible to key stakeholders so that they can see the progress you are making and what is happening next. Critically you will prep future stakeholders so that when you need their input, they are able to provide this quickly.
You will need to be comfortable presenting this journey back to senior stakeholders such as the Adviser and Client Services Director and Chief Operating Officer, being prepared to deal with any questions they may have on your output. You will need to understand what is important to them in order to suitably prepare and present to this group of stakeholders.
The critical component is that as well as understanding the customer experience, that you can use this knowledge alongside your business knowledge in order to propose the correct outcome for both customer and business.
You must have a strong understanding of Consumer Duty and in particular, customer vulnerability, in order to ensure that the principles of the duty are incorporated into your journey mapping.
- Key objective is to map the Customer Journeys across Quilter group in an engaging and informative way that supports the change agenda.
- You will need to engage with stakeholders from multiple departments in order to obtain the relevant information and present these learnings back to key stakeholders.
- You will support and undertake detailed and accurate customer insight data analysis using data sets such as survey feedback, Trustpilot reviews, social media comments as well as core data such as complaints, risk events, failure demand and processing demand.
- Ownership of the Customer Journey mapping programme. This includes the management of the future roadmap and project planner.
- Supporting the wider Voice of the Customer programme.
- Supporting the responses to feedback obtained through public forums.
- Key stakeholders include Head of Client Services, Head of Responsible Investment, Head of Risk & Control, Head of Customer Service Centre, Head of Transformation and Head of Change & Improvement
Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.
In this role, your exceptional communication skills and previous experience in process improvement will play a crucial part in opening minds and reshaping established perceptions. Your ability to confidently present ideas and communicate them clearly will be invaluable. Moreover, you'll possess a strong knack for analysing, understanding, and effectively reporting on data.
Additionally, you'll be tasked with creating comprehensive plans and roadmaps, prioritising tasks, and consistently meeting deadlines. Building strong working relationships and influencing key (senior) stakeholders will be essential to implementing innovative ideas and success in this space. (Having previous extensive experience in these is highly desirable.)
We are looking for a creative thinker who is prepared to get stuck in regardless of the task at hand and drive results forward. If you're someone who is looking to bring innovation and excitement to a client's journey whilst still keeping an eye on the bigger picture, then we've love to hear from you.
Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning
