Customer Experience Analyst
Customer Experience Analyst
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Job Description
With a company culture rooted in collaboration expertise and innovation we aim to promote progress and inspire our clients employees investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short We Enable Possibility.
Role Summary and Purpose
The candidate will work as part of a team managing and overseeing the firms conduct risk exposures. The role will have a strong focus on co-ordinating and completing first line product reviews for new and existing products; including analysis of conduct MI review of policy documentation and completion of conduct risk assessments.
The team works across Archs company market and Lloyds platforms. The candidate will therefore work closely with a number of departments across the business including underwriting claims delegated authorities complaints and operations.
A key focus of the role is to ensure compliance with both Lloyds and FCA conduct requirements safeguard the customer journey and ensure Archs products offer value to our customers at all times.
As the Customer Experience Analyst you will be responsible for the following key areas:
Customer Segmentation and Journey Enhancement
Collaborate with business stakeholders to identify and document customer segments and their respective journeys.
Analyse customer journeys to identify pain points and areas for improvement.
Recommend changes to enhance customer outcomes and overall satisfaction.
Communications Testing Framework Management
Oversee the communications testing framework to ensure effective and compliant customer communications.
Collaborate with third parties responsible for testing high-risk communications to ensure accuracy and regulatory compliance.
Work with the peer review panel to test medium-risk communications providing valuable insights for improvements.
Partner with the business to identify areas requiring remediation in communications and processes.
Provide support and guidance to implement necessary changes to ensure customer-centric communications.
Data and Insights Collaboration
Collaborate with the wider team to understand data requirements and deliver valuable customer insights through data analysis.
Proactively monitor customer outcomes identify risks and feed back to the wider business on lessons learned.
Skills / Competencies
Ability to multi-task and be highly organised.
Strong track record of working collaboratively to deliver successful outcomes.
Ability to communicate effectively at all levels.
A proactive and self-motivated individual with a passion for delivering positive customer outcomes.
Qualifications
Minimum A level standard preferred
University degree (or similar) desirable
Experience
Working knowledge of FCA conduct/customer requirements
Working knowledge of improving customer experience
Experience in insurance
Experience in the Lloyds market preferable but not essential
Prior experience with communications testing and customer experience environments preferable
Do you like solving complex business problems working with talented colleagues and have an innovative mindset Arch may be a great fit for you. If this job isnt the right fit but youre interested in working for Arch create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Archs Talent Acquisition team.
14100 ARCH UK ACCOUNT SET - TO BE USED FOR Q1 PAYROLL ONLY - Arch Europe Insurance Services LtdRequired Experience:
IC
Employment Type
Full-Time
