Customer Experience Analyst - role can be based Edinburgh, Glasgow or Newcastle
Ref # 9147
Location: Edinburgh
Department: BAR - Customer Experience Standards
Business Area: Customer Experience
Working time: Full-Time
Date Published: 15-11-2024
Closing Date: Applications close 29th November at 5pm
Salary – Salary up to £45,000 + annual bonus & benefits
Office Attendance - Our roles are hybrid, however you should be able to travel to our Edinburgh, Glasgow or Newcastle office at least twice a month for this position.
Serving our customers, communities, and planet a little better every day.
We’re looking for a Customer Experience Analyst to join our Community team at Tesco Bank, part of Barclays Bank UK Plc.
Are you passionate about people and delivering great customer experience? Do you thrive on solving problems and finding new opportunities? If so, we have an exciting opportunity for you!
In this role, you will be responsible for evaluating customer interactions and feedback, analysing digital channel performance and identifying new opportunities to help our customers manage their money a little better every day.
You will support the Community Owner in implementing the strategy and roadmap for the Community channel, ensuring its effectiveness against customer and business outcomes and continue to evolve this over time.
This is an incredible opportunity for someone who has a collaborative approach to your work, an interest in online community management and who is ready to take on their next challenge.
What you’ll be doing
* User feedback management: Proactively monitor community discussions and feedback channels to gather actionable insights, collaborating with cross-functional teams to address product and service-related issues and identify areas for improvement.
* Customer advocacy: Be a prominent voice for customer opinions and develop strategies to share this feedback within the wider business by building strong stakeholder relationships and networks.
* Feature testing and evaluation: Support product and channel development by testing new features, evaluating their impact on customers and providing data-driven recommendations and insight.
* Agile backlog management: Support Community Owner with reviewing and managing the product backlog and reprioritise the work and deployment of project resources to reduce costs and increase the value of the work delivered to the business.
We need you to have
* Customer Experience: Ability to implement techniques and processes such as customer feedback initiatives, journey mapping and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles in digital channels.
* Business analysis: Comfort collecting business requirements using a variety of methods such as interviews, document analysis, workshops, and workflow analysis to express the requirements in terms of target user roles and goals.
* Communication & Collaboration: Strong ability to communicate with stakeholders and customers. Ability to work effectively with cross-functional teams, including product, design, marketing and commercial.
* Performance Management: Prioritise your own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance.
And if you have any of these, even better
* Community Management: experience in running or moderating online community forums, in addition to knowledge and understanding of different digital platforms in use within the marketplace today.
* Product Management / Design: a track record of working with product management and/or digital design teams.
* Agile ways of working: a track record of working within a medium to large agile organisation.
* HTML/code: a basic understanding of web development languages.
We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.
What’s in it for you
* Prepare for your retirement with our colleague pension scheme.
* Performance related annual bonus.
* Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
* Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday (worth up to 2K). As an added perk, we’ll give you a second card to share with someone else.
* Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous paid paternity leave.
* A place to get on - take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.
Everyone’s welcome
We want all our colleagues to always feel welcome and be themselves at Tesco Bank, part of Barclays Bank UK Plc. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business.
How to apply
We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.
Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Bank looks like, click apply to find out more!
Why Tesco Bank?
We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one. It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself.
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