Description
Customer Experience lead (for multi-channel retail environment)
6 weeks and possible extension to 3-6 months programme
London based
This is a multi-channel retail project in the financial services sector.
The consultant will, as part of a small team, own customer experience through the project, bringing established and best practice into the process definition and lead on providing customer insight and developing the multi-channel user journeys.
The consultant will:
Review existing customer data and research
Conduct interviews and facilitate workshops
Analyse existing customer journeys/drop-outs/etc.
Develop to be customer experience/journeys/business processes
Required skills:
Customer Experience management
Customer insight/segmentation/personas
Business process design
User-centred service design (designing the service not UX laying out wire-frames)
Financial services and retail experience
Multi-channel retail
Customer Experience management
Business process design