Customer Experience Analyst

Pension Insurance Corporation ("PIC") provides secure retirement incomes through comprehensive risk management and excellence in asset and liability management, as well as exceptional customer service. Our purpose is to pay the pensions of our current and future policyholders. We achieve our purpose by setting Companywide strategic objectives and driving a healthy culture based on our PIC Values of Resilient, Adaptable, and Loyal.

Role purpose

The role requires the ability to analyse customer feedback, identify trends and provide actionable insights to enhance the overall customer experience.

To deliver strong business outcomes relating to capital, profitability, the Company brand and market reputation whilst achieving positive outcomes to our policyholders, shareholders, and reinsurers on a consistent basis.

Our Company values are expected to be reflected in the delivery and performance of every role.

Specific accountabilities assigned to the role of Customer Experience Analyst within Customer Experience Team:

• Develop strong relationships within Customer Operations, maintaining an excellent standard of service and ensuring the delivery of key initiatives.
• Effectively collaborate with the Customer Experience team and key internal and external stakeholders.
• Collect and analyse customer feedback from various channels, including surveys and customer service interactions.
• Identify trends and patterns in customer feedback to uncover areas for improvement.
• Collaborate with cross-functional teams to develop and implement strategies to enhance the customer experience.
• Assist in monitoring and reporting on key performance indicators (KPIs) related to customer satisfaction and experience.
• Conduct root cause analysis to identify and address issues impacting the customer experience.
• Keep customer journeys up to date, using insights to review and improve.
• Monitor and evaluate the effectiveness of implemented change activities.
• Provide regular reports and presentations to senior management on customer experience insights and recommendations.
• Manage customer data extraction, cleansing and issuing customer engagement/insight communications, responding to any queries.
• Managing small projects involves overseeing the planning, execution, and completion of projects.
• Take ownership for their own learning and development in both technical (e.g. data analysis and critical judgement) and non-technical (self-insight and relationship management) skills of Customer Experience Team.

Knowledge

• Familiar with defined benefit pensions is desirable
• Advanced knowledge of MS Excel, PowerPoint and Power BI

Skills

• Strong analytical skills
• Strong communication skills
• Ability to persuade and influence both directly and indirectly
• Ability to organise work to meet deadlines
• Strong problem solving skills and attention to detail

Experience

• Experience of data analysis
• Experience of delivering excellent customer service
• Experience of customer journey mapping

In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you will get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), study support with qualifications, a generous pension scheme and much more.