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Member Experience Manager

  • Location:

    City of London, London

  • Sector:

    Public Sector

  • Job type:

    Temporary

  • Salary:

    Up to £400 per day

  • Contact:

    Fenchurch Street Branch

  • Contact email:

    fenchurchst.web@brookstreet.co.uk

  • Job ref:

    Fen190319_1553002367

  • Published:

    about 1 month ago

  • Duration:

    6 months

  • Expiry date:

    31/03/2019

  • Startdate:

    asap

Job Description

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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