Change and CX Analyst (Hybrid)

Do you love analysing data to develop and improve the customer experience? Do you have experience working in a CX and change management role, if so, this could the perfect role for you!!!

Our client is offering an outstanding opportunity for a Change and CX Analyst to join their growing digital team to help deliver their design process for change and support new customer focussed initiatives.

As a Change and CX Analyst you will be responsible for analysing, identifying, and understanding customer behaviours, preferences, and pain points. Using your knowledge of Design Thinking methods and techniques, you will work with Customer Data, SMEs and Stakeholders to map out key Customer Engagement, Lead Journeys and Value Streams - to help the company better understand the needs of their membership and prospective members

The role is working 9am to 5pm Monday to Friday, based in Buckinghamshire and is 4 days WFH and 1 day in the office per week.

Main Responsibilities for Change and CX Analyst role:

• Responsible for supporting the Head of Digital and UX Manager in the development and delivery of client experience and customer-led changes to products and services.
• Act as a trusted advisor, contributing to the Change and Digital strategy by identifying trends, opportunities, and threats of the overall business.
• Accountable for delivering uplift in current benchmark customer experience and digital engagement metrics against industry standards and competitors.
• Responsible for identifying areas for improvement, providing expert CX insights, change recommendations, and innovation opportunities for projects and improvement initiatives.
• Create and maintain customer experience documentation to support delivery of the change process.
• Collaborate with colleagues and stakeholders to propose and gain agreement to new technology solutions and adoption of improved business processes.
• Work with SMEs and key stakeholders to identify evidence based, prioritised CX initiatives based on insights, identifying issues, and identified existing challenges.
• Capture and document Change initiatives, working with business stakeholders to prepare and present findings to Change committees and Leadership Teams.
• Execute client experience research, consolidating with client feedback and engagement data to create client journey maps and personas as part of the CX Design process.
• Facilitate workshops based on User-Centred Design and Design Thinking methods.
• Support the building of credible ideas into early-stage propositions, testing assumptions with customers and other stakeholders, testing desirability of propositions, and assisting business in the building of business case and commercial models.
• Support monthly reporting on how CX and Change activities support projects and initiatives, with joint accountability alongside our customer service teams to drive up NPS, CSAT and CES scores.

Key Skills required for the Change and CX Analyst role:

• A demonstrable career history working in a CX or/and business change management role.
• Recognised Certification\Qualification(s) in CX|UX Design, Interaction Design.
• Strong problem-solving and analysis skills.
• Workshop preparation and facilitation skills.
• Critical thinking, analytical, technical problem-solving skills.
• Ability to finding tangible solutions to complex issues and to translate clearly in non-technical terms.
• Applied knowledge of Design Thinking and Lean ways of working.

Benefits:

• 25 days holiday (excluding all public holidays). This increases after four years’ service.
• Private healthcare and dental cover
• Salary sacrifice schemes - pension, cycle to work scheme, additional annual leave (up to 10
  days).
• Pension scheme.
• Company sick pay scheme.
• Life assurance at four times the salary.
• Performance Related Pay (PRP) scheme.
• One paid volunteering day per year.
• Hybrid/flexible working options are available dependent on job role.

Please apply today if you think this fantastic opportunity is for you!!!