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- Strong communication skills
- Strong analytical skills
- Navigation of a matrix organisation
- Undertakes or commissions research that provides valuable insight and analysis for business stakeholders and supports optimisation of all customer journeys to drive advocacy, loyalty and an exceptional customer experience.
- Analyses qualitative and quantitative Voice Of The Customer and Speech Analytics data for every Vitality customer cohort using appropriate tools and techniques.
- Develops comprehensive tracking and reporting including dashboards and insight packs that highlight key customer pain points and identify groupwide actions required to resolve them.
- Establishes and implements clearly defined CX principles and standards to support the ongoing iteration and development of customer experiences across Vitality UK Group.
- Contributes to the development of strategic plans and initiatives based on data-driven insights.
- Defines the end-to-end Customer Experience framework that evaluates and measures customer perception in a consistent manner across all products and journeys.
- Drives cross-functional efforts to create a toolkit for groupwide application that elevates understanding, illustrates opportunities and helps Vitality improve Customer Experience.
- Educates senior leaders in the CX discipline and benefits of well-executed CX improvement, and communicates the CX strategy across the organization, ensuring buy-in.
- Involves all relevant functions in customer journey optimisation and disseminates industry-leading CX knowledge and continuous improvement practices across the Group.
- Minimum of 5 years’ experience in successful delivery of CX improvement initiatives.
- To be successful in this role, you will be certified in a recognised CX qualification or currently working through the certification level.
- Experience in successfully managing and delivering change via proven operational continuous improvement methodologies to enhance the customer experience.
- Experience working well in a highly pressurised environment with the ability to manage a number of high profile initiatives at the same time.
- You must be able to demonstrate exceptional leadership skills and be able to influence at all levels. Previous experience of managing teams and coaching support staff is also essential.
- You must be obsessed with the customer and passionate about the user experience.
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
- Help you to be the healthiest you’ve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
