Member Experience Manager

Recruiter
Brook Street UK
Location
London (Greater)
Posted
20 Mar 2019
Closes
31 Mar 2019
Sector
Retail
Contract Type
Permanent
Hours
Full Time
My Client is looking for an interim Member Experience Manager on a six month contract based in Canary Wharf.

My client is working on a one stage interview only second stage if they are undecided, with an immediate effect.

£400 per day to candidate and outside of IR35

Duration: 6 months

Application close date 1/4/2019

Main requirements:

* Develop and maintain maps of key customer journeys and a programme of continuous improvements to the customer experience

* Commission customer insight and analysis to support investigation into issues experienced by customers, and to develop evidence based proposals for change.

* Assuring the customer experience design for both product design and support/guidance content across all channels.

* Commissioning/assuring technical copy content required as part of design (e.g. operational communications, TAW screens) and as part of providing help content for customers

* Generate product or service improvements ideas in response to customer insight, and progress changes through appropriate implementation processes

* Working with service delivery to define and deliver service improvement programmes to be consistent with the value proposition.

* Defining the help and guidance provided to our customers via the TAW / PAW / Help centre

* Delivering change – provide specialist support for any major change to scheme/product and member facing processes – which includes (but not limited) – providing copy and content for online and offline process fulfilment, create and upload member facing content, create and deploy member communication plan.

Personal Attributes Required:

* An ability to thrive in a demanding project environment and a commitment to provide an excellent service

* Comfortable working under their own initiative to drive out results

* A highly motivated, adaptable, completer/finisher who can flex to meet the needs of the situation

* Comfortable working with senior stakeholders

* A strong commitment to learning and professional development

* Attention to detail to ensure that work is of a consistently high standard

The ideal candidate would be someone who has worked in a contract previously rolling out customer experience projects taking care of aspects such as customer journeys, user experience, customer facing content creation (mainly web)

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