Customer Experience Analyst

Location: Swindon

The opportunity:
An exciting opportunity has arisen for a Customer Experience Analyst to join our Service Management Team in Life Manufacturing. You will be responsible for seeking, analysing, and acting upon customer and intermediary feedback, to improve processes and remove barriers for our customers within UK Life. The role will involve working closely with senior partners across both Zurich and Capita, leading external and internal relationships and reporting results. This role will suit someone with a great attention to detail, who has a broad knowledge of UK Life products and systems and the enthusiasm and aim to promote and deliver continuous improvement throughout the business.

Key Responsibilities:
• Act as a technical expert on Medallia and be a point of escalation.
• Actively promoting the Voice of the Customer program by sharing customer stories.
• Analysing Net Promoter System (NPS) data and complaint root cause analysis (RCA) to understand customer and intermediary perspectives.
• Reporting NPS, Complaints RCA and other customer insights to senior management, suggesting improvement actions.
• Active participant in RCA group producing regular MI and reporting.
• Lead the Continuous Improvement Group, challenging end to end customer journeys and processes.
• Actively improving customer journeys and business efficiency, by considering facts, options and risks to get to the right outcome.
• Ensuring items raised are actively progressed through to closure and MI is provided monthly.
• Handle implementation of continuous improvement projects and engaging with the relevant areas to deliver these within the agreed timescales.
• Actively review issues, complete trend analysis and evidence action taken to prevent reoccurrence.
• Create strong working relationships with partners from across the UK.
• Inspire, support and coach members of the team and wider business.
• Celebrate feedback by recognising excellent customer focused behaviour.
• Represent Operations on business wide projects, keeping partners updated with progress and actions where needed.
• Support the Vulnerable Customer program within UK Life.
• Share knowledge and expertise with other areas of the business.
• Contribute to a positive and supportive team culture.

Your skills and experience:
• Minimum 5 years' experience in a customer focused role within a financial services environment.
• Relevant CII qualifications.
• Ability to listen and influence effectively.
• Experience in identifying and delivering continuous improvement initiatives taking ownership and demonstrating a track record of continuous improvement and delivering projects on time.
• Ability to manage conflicting priorities and cope with a fast moving environment with varying workloads and pressures.
• Excellent numeracy and analytical skills ensuring strict attention to detail.
• Problem solving, decision making and judgement skills.
• A self-starter, with excellent planning, organisation and decision making skills to respond to varying workloads and pressures.
• Excellent verbal and written communication skills, always professional with your language and how you give updates.
• Ability to coach others through constructive feedback and improvement ideas.
• Demonstrate knowledge of UK Life and the relevant products and systems.
• Achieve personal goals and objectives, evaluating success and learning.
• Exhibit enthusiasm and an openness to opportunity and change.

The Reward:
In return we offer a very competitive salary for this role. As well as this we offer an excellent lifestyle benefits package which includes -
• Company car/car allowance
• 12% pension
• 25 days holiday plus an additional 3 volunteering days
• Full private medical cover
• Discounted gadget insurance
• Annual company bonuses
• Discounted technology offers