Job Description

Our client - a pension organisation based in Canary Wharf - is looking to recruit a Customer/Member Experience Delivery Support Analyst to join their Customer Engagement team in a unique and wide ranging role working across multiple teams in an ever changing working day

The goal of this role is to work closely with the Membership experience team to improve member experience processes and products. You will be helping to deliver ideas as well as coming up with solutions to change requirements

This role will be very diverse as you could be working on changes to member guidance documents , initiating process changes, working with marketing on content , creating briefing notes and sending out to different areas of the business for input and then review, working with the compliance and legal teams to sign off changes from a legal perspective plus much more

It will suit someone who can -

• Support the Member Service Improvement Programme to define and deliver enhancements to the member experience
• Support the identification and delivery of continuous improvement initiatives, through product change, service improvements, and enhancing member communications
• Own the process of progressing member experience initiatives through the delivery pipeline, from brief to implementation

Ideally you will have -

• Experience of working in a customer experience type role (a junior marketing type role may also be appropriate)
• Experience in delivering improvements to a process or customer journey
• Experience in improving member comms/content (website/email/help centre)

You will enjoy a challenge and a diverse ever changing workload who is looking to learn and take on a little extra responsibility - you will thrive on building relationships with internal and external stakeholders and their 3rd party administrators

However this is NOT a managerial role and will probably not be right for a change project manager but is more suited to someone with similar experience looking for their next challenge in Membership/Customer experience within a regulated environment. Although previous experience in Financial services is preferred any other highly regulated organisation will also be considered

To find out more about this wide ranging role please apply today

£30-35000