What you’ll be doing in the role.

• Voice of Customer: You’ll be responsible for designing and executing survey-led data collection focused on the relationship and journey customer experience. Analysing feedback through a mixture of bespoke tools and standard analysis techniques.
• Customer Journeys: Taking a customer perspective you will use the tools available to identify and analyse key customer journeys calling out the pain points/moments of truth for our customers and engaging relevant stakeholders to share insight.
• NPS: You will champion the interpretation and application of NPS surveys and their value across multi-channel stakeholder teams.
• Insight Delivery: You’ll be directly responsible for extracting, manipulating and crucially interpreting the wealth of information available to inform the business on key customer journeys.
• Subject Matter Expertise: In order to be successful, you must be experienced with survey, qualitative or unstructured data analysis including sample size and significance.
• You will have a firm grasp on Ofcom and FCA requirements and how they influence the way in which customer journeys are designed and managed and be able to confidently identify and communicated risk and improvements in a time sensitive manner.
• Providing timely and comprehensive reporting, utilising statistically significant data to produce a prioritised action log.
• You will actively maintain and enhance your own knowledge of current and forthcoming regulatory requirements and identify process improvements and first-class practices.
• Stakeholder Engagement will be crucial to success in this role, you must cultivate relationships with key stakeholders often challenging them on performance.

What you'll receive in return…

• Salary range for this role starts at £37,200, and exact salary will differ by job and experience.
• Competitive annual salary, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
• Hybrid working between your home (2-3 days a week) and our Glasgow or Reading office.
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
• Private Medical Insurance, Life Assurance and Income Protection.
• Free mobile phone package & unlimited sim-card.
• On-site car parking (including electric!) - Reading only.
• .... Plus lots more including wellbeing and learning & development benefits!