Job Description

Reporting to the Customer Experience Manager, this is an exciting new role to be part of the wider customer experience team and really make a difference.

Predominantly tactical in nature, the Customer Journey Officer is responsible for helping to gain positive and fair outcomes for our customers, providing detailed reviews and reports and suggesting change. This role requires a candidate who is able to step back, and really see things from a customer’s perspective.

This is a small team where driving a customer first attitude will be the main objective, by challenging, changing and supporting the wider business to improve how we operate in the future.

Day to day you will:

• Complete the mapping of customer journeys across operations, work to SLA’s, and provide detailed analysis of your findings.
• Review the operational functions from the customers perspective to identify pain points and areas that may not be delivering to a customers expectations.
• Provide and share findings with key stakeholders across the business, including visual representation of the journey to demonstrate how we can enhance or improve customer experience
• You will be responsible to track and manage improvement and customer remediation activity
• Provide guidance and expertise to the areas of operations where change or improvements are identified
• Use existing frameworks to log and escalate identified risks and issues that impact or could impact the customer or damage the reputation of the bank

What you’ll bring to the team

Working in Customer Experience isn’t simply about quality checking, it’s getting behind the customer to really see how the bank operates from their perspective. You’ll be out there working with the business to make a difference – striking the right balance between business performance and customer needs.

• Working hours are Monday – Friday (8am – 4.30pm or 9am – 5.30pm). You can be based in either our Bradford or Chatham offices.

Benifits Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So we offer an attractive, competitive salary and benefits package for everyone including:

• Competitive base salary and rewards
• Discretionary bonus scheme
• 25 days holiday entitlement – with one day accrued for each year of service (to max 30 days)
• Defined contribution pension scheme
• Private Medical Insurance for you and your family (partner and dependent children)
• Extensive opportunities for personal and career development
• Flexible and dynamic working policies
• A range of initiatives offered through our Sports & Social and Social Impact Programmes
• Perks at Work - A perks platform offering over 30,000 unique discounts
• Free tea, coffee and fruit
• Discounted gym membership
• Subsidized on-site restaurants

Required Knowledge, Skills, and Abilities

Proven experience of having worked in a customer focused role, where change and improvements have been implemented Financial Services background would be useful but not essential The ability to self-manage, stay organized and work to key deadlines. You will regularly need to multitask and work under pressure High attention to detail is key to aid analysis of business procedures The confidence to build relationships, speak to senior stakeholders and present and provide findings and solutions Taking it upon yourself to keep up to date with procedure changes so that the customers experience remains the key focus.