Customer Journey Analyst

Lorien; East Midlands; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Customer Journey Analyst to enhance colleague experiences through chatbot improvements. The role involves assessing processes, identifying enhancements, and collaborating with internal teams to ensure quality service delivery. Ideal candidates will possess strong communication skills and a keen attention to detail.

Qualifications

• Clear and concise communication with internal stakeholders.
• Ability to review and improve colleague journeys in the chatbot.
• Excellent customer service skills.

Responsibilities

• Conduct thorough assessments of colleague journeys for improvements.
• Collaborate with teams to resolve quality issues.
• Maintain documentation of reviews.

Skills

Communication skills

Attention to detail

Voice of the Customer

Customer Service

Job description

We are looking for a Customer Journey Analyst to join the project team here at NatWest who puts the colleague experience at the heart of what they do.

You will be reviewing process flows and supporting documentation that we use to create colleague journeys in our internal chatbot, ensuring our colleagues get the best possible experience when needing to contact us for support.

Key Responsibilities:

1.) Quality Assurance: Conduct thorough assessments of colleague journeys to identify areas for improvement, opportunities for automation and opportunities to decrease the need for a colleague to speak to one of our analysts.

2.) Collaboration: Collaborate with internal teams to address quality issues, highlight enhancements, and drive continuous improvements in our chatbot.

3.) Documentation & Reporting: Maintain documentation of reviews

Key Skills:

1. Communication skills: Clear and concise communication to convey findings and recommendations to internal stakeholders

2. Attention to detail: Review every step of the colleague journey to pinpoint areas for improvement

3. Voice of the Customer - able to put yourself into the colleagues' shoes considering different profiles of users

4. Customer Service: Fantastic customer service skills

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.