Customer Experience Specialist

People's Partnership; Crawley; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Generous pension

Real living wage

Income protection

Healthcare

Parental leave

Learning & study support

Travel season tickets

Volunteering days

Onsite gym

Social clubs

Job summary

People's Partnership is seeking a Customer Experience Specialist to craft seamless journeys and drive loyalty across pension products. You will map end-to-end customer journeys, identify pain points, and implement improvements with cross-functional teams.

The role emphasises accurate product communications and regulatory alignment to enhance customer value. The position offers a hybrid working environment, generous benefits, and opportunities to contribute to a not-for-profit mission focused on

Qualifications

• Experience in documenting and improving customer journeys.
• Ability to map end-to-end customer journeys and identify pain points.
• Ability to work with project teams to document business requirements.
• Experience ensuring product communications reflect features and comply with regulations.

Responsibilities

• Help design seamless omnichannel experiences with digital and customer service teams.
• Map and optimise customer journeys to improve loyalty and value.
• Identify and mitigate customer detriment and key touchpoints.
• Ensure journeys reflect product propositions consistently across materials.
• Collaborate with Proposition team to approve technically accurate content.
• Maintain a library of materials with dated life-span logs.
• Lead documentation of end-to-end process flows for journeys.
• Liaise to ensure materials meet regulatory requirements.

Skills

Journey mapping

Documentation

Stakeholder collaboration

Job description

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing:

The Customer Experience (CX) Specialist will help craft seamless, intuitive, and engaging experiences and journeys for our customers, which drive customer loyalty and value.

This role involves assessing and designing end-to-end customer journeys, utilising insight to identify moments of truth and customer pain points, and implementing solutions that enhance satisfaction, loyalty, and overall customer value. It also involves working with project teams and taking a lead to identify web pages, marketing collateral, operational processes and materials impacted by different initiatives, to help each project understand and document their business requirements.

You will be a subject matter expert who understands, documents and maintains the product customer journeys and touchpoints and ensures that all pension product communications that are used as part of that journey reflects the product features consistently and accurately.

• Act as subject matter expert who understands, documents, maintains and updates the end-to-end process flows for our customer journeys.
• Help design seamless omnichannel experiences working with colleagues across digital & customer service areas
• Map, assess and optimise customer journeys identifying pain points and opportunities for enhanced customer loyalty, retention, and overall customer value.
• Ensure that the customer view is embedded in maintaining and updating journeys and that the potential for customer detriment has been assessed and, where possible, mitigated
• Identify parts of the existing journeys impacted by different initiatives, to help each project understand and document their business requirements.
• Ensure that the key product and propositional messages for the journeys are identified and consistently applied when delivering projects and other small change.
• Liaise with other members of the Proposition team to ensure that all materials are approved as being technically accurate and represent the proposition accurately,
• Work collaboratively to ensure that product communications are understood, that what is stated is in line with regulations.
• Maintain a reference library and dated life-span log of all materials that the team own and ensure that these are updated within set timescales.

What we’re looking for:

• Boundless drive, attention to detail, desire to solve problems, identify improvements for the benefit of all our customers.
• Expertise in documenting and improving customer journeys.
• Deep understanding of customer needs, through direct exposure, research, data and insight.
• A balanced internal and external perspective – important not only to improve and assess how we do things, but also referencing against the competition and non-industry best practice.
• Dedication to proving the value of the function and demonstrating this to the wider business so that the function can demonstrate a ROI for the company.

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Volunteering days and charity payroll giving
• Onsite gym
• Social clubs and events

You can learn more about how we support our employees on our website.

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.