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  • 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


  • 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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