Senior Customer Experience Associate

Advocate for customers across the UK by leveraging your customer experience skills, analyzing metrics, and collaborating across one of the world's most innovative financial organizations.

As a Senior CX Associate in the UK Market Team, you will identify opportunities to improve the lives of millions of customers while delivering for the business at every turn. You'll have the chance to lead projects that use commercial and customer insights to drive forward propositional change. Supported by user research and customer feedback, you'll fuel the creation of innovative experiences and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our customer experience and ongoing success.

Job responsibilities

• Partners with the Customer Experience Lead to identify new opportunities that reflect the needs of our customers and the market through data analysis, competitor and customer research
• Works alongside our Design, Content and User Research teams to shape emerging propositions
• Analyzes, tracks, and evaluates metrics from across the business to identify opportunities, strengthen business cases
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics
• Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end to end service experiences across channels and touchpoints

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in a user experience, service design or product manager role
• Proficient knowledge of the product development life cycle
• Experience in managing stakeholders and building relationships
• Developing knowledge of data analytics and data literacy

Preferred qualifications, capabilities, and skills