Member Experience Manager

Brook Street UK
London (Greater)
20 Mar 2019
31 Mar 2019
Contract Type
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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