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10 months ago
Better Placed - Marketing People
Salary: £25000 - £38000 per annum + bonus and benefits
Location: London
Job type: Permanent
Business sector: B2B
Contact: Lucy Butterfield
Sector: Marketing
Category: CRM Jobs

Customer Experience Executive

We are lucky enough to be appointed by the UK's first true FinTech based in Central London looking for a Customer Experience Executive for their London team.

Since their launch nearly 15 years ago, they are now a leading challenger to some of the most successful and oldest banks. They have just over 1.5 million customers and are hugely passionate about providing current account solutions to growing micro-businesses looking for smart and user friendly banking-services.

The team are now looking to bring on a Customer Experience Executive, to work closely with the wider Marketing and Operations team. The successful person will play a vital role in reviewing and replying to customer interactions through Social Media channels, identifying opportunities to improve customer facing functionality, customer journey and process, as well as analysing data and implementing change.

Duties include:

  • Identifying potential gaps/areas that require improvement in the customer journey, and putting forward potential solutions
  • Monitoring online sites and escalating any customer impacting issues
  • Proactively requesting data and feedback from other areas of the business to provide insights into Customer Journeys and Experience
  • Updating Customer Journey documentation and recommending improvements to improve the customer journey
  • Gathering customer feedback by creating and issuing customer surveys and then analysing the results Reviewing social media touch points, analysing the data and creating and implementing action plans
  • Supporting additional Voice of Customer insight activities
  • Creating ad-hoc communications related to product and servicing issues when needed

Experience needed:

  • Previous experience working in a back-end customer experience environment (PLEASE NOTE: this is NOT a customer service role, but more closely aligned to marketing and online/offline customer experience and the technology that supports it).
  • A background in a customer-driven role from a marketing or operational role.
  • Excellent communication skills, both written and oral.
  • Ability to work cross functionally and build relationships with all departments and stakeholders.
  • The gravitas to influence and effect change to improve the customer experience/customer journey.
  • Analytical and methodical approach
  • Ability to work on multiple projects and meet deadlines.
  • Confident in updating process and customer journey documentation.

What you will receive in return:

  • Competitive salary plus a cash benefits allowance of 7.5% of basic salary
  • 26 days holiday rising each full year worked up to 33 days
  • Ability to buy and sell a further 5 days each year
  • Life Assurance, Season Ticket Loans plus all the other benefits you would expect from an established employer
  • Excellent Maternity and Paternity benefits
  • Excellent cycle to work facilities
  • Eye Care Vouchers
  • Free fresh fruit every day!

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