Change Analyst - Customer Side of Change - CSoC - Home Working

Yorkshire  ‐ Onsite
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Description

Change Analyst - Customer Side of Change - CSoC - Home Working

Based in Halifax a Change Analyst is required on a contract basis to work on a mortgage product change programme and act as a key liaison point for customer experience aspects of the project.

You will be required to use a range of tools, techniques and data sources to undertake a critical role in ensuring that the customer viewpoint is taken into account in the programme and enforce the right customer treatment.

Please note that this role offers an excellent working environment including flexible hours and the ability to work from home.

Candidates must have experience of analysing the customer side of change (CSoC), ideally within the financial services/banking sector. This isn't essential however and candidates will be considered from any industry background if they have strong CSoC experience.

Strong stakeholder management skills are also required.

Day to day duties will involve:

* Utilising net promoter score/complaint root cause analysis to identify trends and issues.
* Establishing the right key performance indicators to ensure performance can be tracked.
* Producing reporting and explanatory packs explaining progress from customer perspective.
* Help develop customer journeys and consolidate results for presentation at committees.

Recruitment Zone acting as an employment business in regard to this advert.

Start date
ASAP
Duration
3-6 months ++
(extension possible)
From
RZ Group
Published at
18.09.2015
Project ID:
986936
Contract type
Freelance
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