Customer Experience Analyst, Banking, Birmingham (Hybrid), Permanent

 

Main characteristics

Location

West Midlands (County)

Company

Vivo Talent

Salary

£25000 - £32000/annum

Employment type

Permanent

Category

Accounting / Financial / Insurance

Job summary

Role Customer Experience Analyst
Location Birmingham/Hybrid
Salary £25-£32k
Skills Banking, Lending, Saving, Mortgages, Loans, Customer Service, Customer Journey, Complaints, Best Practice, Compliance, Customer experience

As part of significant growth, we are looking for a skilled Customer Experience Analyst to join us on a permanent basis. The Customer Experience Analyst position is a key part of our Banking client's growth plan and is key to understanding customers experience and perceptions of the service that the Bank provides. This information will feed into opportunities to improve products, systems, and processes to deliver exceptional service to our customers.

Key Tasks

Researching the customer journey across all products and channels, and working with colleagues to identify potential areas of harm
Maintaining knowledge and understanding of the products and services offered by the Bank.
Ensuring complaints are managed in line with customer and regulatory expectations including working with operations colleagues to identify and resolve complaints at first-touch, ensuring more complex complaints are managed
Complaint reporting including complaint volumes, nature of complaints, improvement opportunities, and timeliness of complaint resolution in line with regulatory requirements
Working closely with the Compliance team to ensure complaint resolution processes are compliant and effective
Monitor customer communications to and from the Bank and product material in terms of tone
Review customers with characteristics of vulnerability and opportunities to better support these, e.g. through different media, additional training, developing relationships with non-profit charities that customers can be sign-posted to
To consistently work in an efficient and productive manner, being curious and raising opportunities for improving the efficiency of processes from both a colleagues and customer perspective

Championing the customers needs using interaction with customers (verbally, and in writing) and supporting delivery of the Consumer Duty implementation plan

Strong experience in a customer facing role within or outside of financial services
Financial services experience and understanding of frustrations that customers may have with lending and savings products
Complaint handling experience in a financial services regulated environment

Experience

A passion for delivering an exceptional customer experience with a client-centric approach to work.
A high attention to detail, and ability to analyse disparate data sources and deliver sound and reasoned judgement based on an independent and thorough analysis of facts and relevant factors including internal policies and regulations
A talented collaborator and communicator, able to bring colleagues together to reach the best way forward for the customer and the Bank
The ability to work in a team environment and build strong working relationships with peers to contribute to team goals

Strong numerical and time management skills, working to deadlines ensuring tasks are completed correctly and within agreed timeframe's.
If this sounds of interest, please don't hesitate to send an up-to-date CV for immediate consideration