At a Glance
- Tasks: Design and improve customer journeys, enhancing satisfaction and loyalty.
- Company: Not-for-profit organisation focused on fairness and exceptional service.
- Benefits: Generous pension contributions, real living wage, and income protection.
- Other info: Flexible, hybrid working approach with opportunities for personal growth.
- Why this job: Make a real difference in customer experiences while working in a supportive environment.
- Qualifications: Experience in customer journey mapping and understanding of CX methodologies.
The predicted salary is between 60000 - 75000 £ per year.
CX Specialist 12 months FTC About People’s Partnership 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 is responsible for designing and improving end-to-end customer journeys, using customer insights to identify pain points and deliver solutions that enhance satisfaction, loyalty, and value.
Working within the Proposition team, they collaborate with cross-functional teams to ensure customer-centric product experiences, accurate and consistent communications, and effective documentation of business requirements to support product success and strategic objectives.
Act as the subject matter expert for customer journeys, maintaining and improving end-to-end process flows and ensuring customer needs, risks, and regulatory requirements are embedded throughout.
Map, analyse, and optimise customer journeys across channels, identifying pain points and opportunities to improve customer satisfaction, loyalty, retention, and overall value.
Partner with digital, customer service, marketing, product, and proposition teams to design and deliver seamless, customer-centric experiences aligned to business objectives.
Support change initiatives by identifying impacted customer journeys, documenting business requirements, and ensuring product messaging and communications remain accurate, consistent, and compliant.
Use customer research, feedback, usability testing, and data insights to develop actionable recommendations and continuously improve customer experiences through a test-and-learn approach.
Champion CX best practice by advocating customer-centred design, recommending new tools and technologies, and staying informed of emerging customer experience trends and innovations.
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 mapping 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.
Understanding of CX methodologies and measures (eg CSAT, CES, NPS) Strong understanding of customer research methodologies, behavioural analytics, and data-driven design Experience using journey management software eg Cemantica, They Do, Journey Track or similar.
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
Customer Experience Specialist employer: People's Partnership
At People's Partnership, we pride ourselves on being a not-for-profit organisation dedicated to creating a fair and simple experience for our members. Our flexible, hybrid working culture fosters diversity and personal growth, while our generous benefits, including substantial pension contributions and extensive learning opportunities, ensure that our employees can thrive both personally and professionally. Join us in making a meaningful impact where everyone's a winner, supported by a team that values collaboration and innovation.
