Address This is a brand new and exciting opportunity within our Proposition Team at Openwork and has key responsibilities to deliver our design process for CX Improvements through the delivery of customer (CX) focused initiatives.
Responsible for analysing, identifying, and understanding customer behaviours, preferences, and pain points. Using your knowledge of Design Thinking methods and techniques, you will work with the Head of CX and CX support Leads, SMEs and Stakeholders to map out our key Customer Engagement, Lead Journeys and Value Streams – helping Openwork better understand the needs of our Advisers and Clients, whilst ensuring that consumer duty regulations are being adhered too, analysed and reported at all times.
The benefits:
- Salary - up to £55,000
- Bonus scheme - on target bonus -10%
- Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
- Critical illness cover
- Income protection - 1x salary
- Death in service - 4x salary
- 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
- A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities:
- Build on customer database for CX date driven decisions across the business.
- Designing and measuring an insight, analytics and research program to understand customer satisfaction and good customer outcomes/harms across openwork customer touchpoints (fully e2e) inc Client.
- Identifying priority customer failures and action areas and working with business stakeholders to develop operational solutions.
- Measuring business improvement against CX and translating this insight into business performance
- Surfacing regular reporting on the Customer Experience to feed into senior leadership forums.
- Managing the current and future suite of NPS surveys and running bespoke research projects focussed on CX.
- Manage stakeholder engagement at all levels ensuring “buy in”, adoption and clarity.
- Adherence to the OW standardised governance approach for customer contact.
- Proactively manage all risks, issues, constraints, assumptions, and dependencies
- Facilitate and lead discussions including workshops, retrospectives, project evaluations and assessment of results, risks and lessons learnt
- Assimilate and present information in a concise and clear manner
- Produce transition plans to ensure change is accepted, embedded and sustained.
