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Change/Delivery Support Analyst

Job Description

Have you worked in customer experience – either via customer communications or change management or service delivery?

I’m looking for a Customer Experience Change Analyst who’s keen to get their teeth stuck into meaty ‘programme’ and gain superb business experience implementing customer experience ‘change’ that affects all customer touchpoints of an ecommerce site.

The Company
High profile FS company who have a large self-serving transactional B2B2C website at the heart of their proposition.  They’re constantly looking at how best to engage with their large customer base – how to offer the best experience and will embrace new technology/innovation through their platform to achieve this.  Great Company to work for - highly collaborative environment to work in.  Good benefits with appreciation of work/life balance.  

The Role
Working within the Customer Engagement team and being a part of the Customer Improvement programme you’ll support the team to help define and deliver enhancements to customer experience – this could be through product change, service improvements or helping to enhance customer communications.

Typically, you will:

  • Support change programme group to help process change, implement solutions and monitor success of change
  • Assist with completion of change request forms
  • Assist with communications strategy; progress new website, content from brief to delivery
  • Ensure content has been reviewed and formally signed off
  • Review customer data to help define contact strategies
  • Assist with gathering data and analysing MI
  • Update dashboard with data
  • Work with a variety of internal and external stakeholders

About You
I’m looking for a ‘Customer Experience Change Analyst’ who’s looking to develop their business skills in a large customer ‘change programme.’  You could come from a communications background or worked in a change management team or IT service delivery/operations team.  Experience of working in financial services or ecommerce is desirable.  You’ll have excellent interpersonal and communications skills, including good writing (happy to draft documents and reports).  You’ll be analytical with the ability to distil information from a wide variety of sources and replay the information accordingly.  You’ll be motivated and excited by delivering a range of projects.  You’ll be a team player but also have the confidence to lead on own initiative when required

This role really will give you the most incredible business career experience and they’re keen to provide supported learning.   Please press the ‘Apply’ now button.