At a Glance
- Tasks: Design customer journeys and improve experiences through data-driven insights.
- Company: Join SNG, a leading housing association making a difference in communities.
- Benefits: Gain valuable experience, develop skills, and contribute to meaningful projects.
- Other info: Collaborative team environment with opportunities for personal growth.
- Why this job: Be a key player in enhancing customer experiences and driving positive change.
- Qualifications: Experience in customer service and a passion for improving customer journeys.
The predicted salary is between 35000 - 45000 £ per year.
Working closely with the Customer Experience Manager and a team of Customer Experience Specialists, you'll support the design of customer journeys and continuous improvement activity. This role is pivotal in ensuring the team have the tools, data and insights available, to allow us to deliver exceptional experiences to our customers. The role will be integral to the design of customer experiences which deliver value for SNG customers, and surface the interventions required to deliver positive experiences.
Responsibilities
- Facilitation of workshops and ideation sessions with colleagues/customers, to map individual customer journeys
- Making robust data‑led recommendations for customer experience improvements, to remove pain points within a journey
- Acting as the subject matter expert in the CX Team on the use of Power App for Customer Impact Assessments, Journey Analytics and journey mapping tooling
- Providing support to the CX Specialists and Head of CX, to source and collate data and insight as a key input to journey design, measurement and improvement
- Acting as a publisher for all content relating to the CX Team
- Ownership of the CX Team collateral, ensuring it is relevant, up to date and accessible at all times to those who require it
- Maintenance of an up‑to‑date customer journey catalogue, through regular and timely dialogue with the wider CX Team
- Establish and maintain own effectiveness by developing working relationships with all stakeholders
Qualifications
- You’ll have experience working in a Customer Experience or Customer Service role and want to further develop your career.
- You’re focused on driving improvements in customer experience and always have an eye on the customer perspective.
- You speak confidently and credibly on behalf of customers and always drive the customer agenda forward.
- A housing background is not essential.
- Is experienced in working in a customer focused role
- Demonstrates good analytical skills and an ability to source and collate data for both self and colleagues to drive decision making
- Achieves positive outcomes through effective stakeholder engagement
- Ability to build individual and team credibility through positive behaviours, in-depth knowledge and relevant skills
- Is tenacious in their approach to driving customer experience and is proactive with a positive mindset
- Impressive time and task prioritisation skills
- Is a confident, articulate presenter, both verbal and written, who can build effective working relationships at all levels
- Shows an ability to work with technology to support the delivery of an exceptional customer experience.
- You’re curious how things work and want to proactively support the wider CX team
- Willing to learn and self‑develop within the team
- Is a proven team player, who will proactively support other colleagues
Company
SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year.
Customer Experience Architect & Journey Analytics Lead in Basingstoke employer: SNG (Sovereign Network Group)
SNG is an exceptional employer that prioritises employee growth and development within a collaborative and innovative work culture. As a leading housing association, we offer our team members the opportunity to make a meaningful impact on communities while enjoying comprehensive benefits and a supportive environment that fosters creativity and continuous improvement in customer experience.
Contact Details:
SNG (Sovereign Network Group) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Architect & Journey Analytics Lead in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to current employees at SNG on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience. Think about how you can showcase your analytical skills and stakeholder engagement abilities. We want to see your passion for improving customer journeys!
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with tools like Power App and journey mapping software. Being able to discuss these in your interview will demonstrate your readiness to hit the ground running.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the SNG team!
We think you need these skills to ace Customer Experience Architect & Journey Analytics Lead in Basingstoke
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Architect role. Highlight your experience in customer service and any relevant skills that align with the job description. We want to see how you can bring value to our team!
Showcase Your Analytical Skills:Since this role involves making data-led recommendations, don’t forget to mention any analytical tools or methods you’ve used in the past. We love seeing how you’ve used data to improve customer experiences, so share those success stories!
Be Personable and Engaging:Your written application should reflect your personality! Use a friendly tone and be engaging. We’re looking for someone who can build relationships, so let your communication style shine through in your writing.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at SNG!
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Know Your Customer Journeys
Before the interview, take some time to familiarise yourself with common customer journey mapping techniques. Be ready to discuss how you would facilitate workshops and ideation sessions to improve these journeys. Showing that you understand the importance of mapping individual customer experiences will impress the interviewers.
✨Data-Driven Recommendations
Prepare examples of how you've used data to make recommendations in previous roles. Think about specific pain points you've identified and how your insights led to improvements. This will demonstrate your analytical skills and ability to drive decision-making based on data.
✨Showcase Your Stakeholder Engagement Skills
Be ready to talk about your experience in engaging with stakeholders. Share stories that highlight your ability to build relationships and achieve positive outcomes. This is crucial for the role, so showing that you can effectively communicate and collaborate will set you apart.
✨Be Tech-Savvy
Since the role involves using tools like Power App for Customer Impact Assessments, brush up on your tech skills. If you have experience with similar tools, mention it! If not, express your eagerness to learn and adapt. A proactive attitude towards technology will resonate well with the interviewers.
