Customer Journey Specialist - B&CE

Crawley, West Sussex
04 Jan 2019
01 Feb 2019
Customer Service
Full Time


The customer is at the heart of everything we do, and as part of our company strategy, we are continually look for ways to improve and enhance the customer experience in our rapidly expanding business. We are passionate about making our customers’ experience fully aligned with our brand values of ‘Creating Simplicity’, ‘Keeping Promises’ and Showing ‘Compassion’.
Due to growth we are seeking a Customer Journey Specialist team ensuring the team deliver exceptional levels of service whilst meeting the companywide objectives. In return we can offer you excellent benefits and progression within a growing organisation. Are you interested? Please read on for further details…

You will be responsible for managing and maintaining a 360 degree view of our customer journeys for each of our customer groups, including members, employers and business partners (which incorporates a wide eco-system such as advisers, EBCs, the payroll community etc.). Your role will be to drive improvements to customer satisfaction through the maintenance of the ‘as-is’ journeys framework, inputting into the delivery of our customer strategy, and influencing change to improve our customer experience across all touchpoints throughout the customer journeys.

Lead the collation and maintenance of a customer journey reporting framework, capturing all the current business activities, processes, MI and feedback at each stage in the customer journey.

Use the framework to generate high-level, visual heat maps that identify pain-points and bottlenecks in the customer journeys.

Present outputs at key business meetings to champion continuous improvements to the customer journey and provide clarity on the potential impact of planned changes to products and services.

Work collaboratively - notably with colleagues in Operations, Digital, Marketing, Research & Business Solutions Team.

Become the established point of contact for all business stakeholders looking to reference key documents and MI relating to customer experience

Working in an analytical role within a Customer Experience or Operations function

Previous experience of creating, managing and interrogating MI

Excellent working knowledge of Microsoft Office – particularly Excel, PowerPoint and Visio

Documenting and analysing complex information from multiple sources

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer… even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant or grab some fruit – we get a big delivery every week. Discover more of B&CE’s employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career

B&CE is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at B&CE) equally.