Description
Customer Side of Change Analyst (CSoC) - Banking - Senior Business Analyst - Project Manager - Customer Communication plan
A leading Retail Bank based in Bristol is seeking a CSoC Analyst to work on a complex project, which offers the opportunity to work with senior level professionals in a highly respected organisation. This is a business change role not a technical/IT position.
The purpose of the role/project is to implement a new system to organise complaints, key responsibilities:
- Assess impacts on Customers of proposed change,
- Working with External Comms to ensure timely delivery of communications.
- Working with the Project Manager on planning, inputting to weekly progress reporting for accountabilities above and defining risks/issues pertaining to CSoC items and the appropriate management thereof.
- Work with Commercial stakeholders to ensure impacts are understood and appropriate Customer treatment strategy/communications defined and documented,
- Ongoing engagement of key stakeholders to ensure all customer communication requirements captured and full traceability of decisions thereon communicated,
- Work with PSoC colleagues to align Customer/colleague messaging,
- Customer Needs Analysis.
To be considered for this role you must be able to demonstrate the following skills within financial services (ideally retail banking):
- Demonstrable customer experience analysis knowledge,
- Customer experience/comms requirements gathering, gap analysis, impact analysis,
- Configuration management of specific CSoC documentation,
- Understanding of project management,
- Solid stakeholder engagement,
- Understanding of financial services and operations,
- Customer treatment strategy design,
- Customer Communication plan,
- Communication creation.
- As well as proven experience on a large scale programme within a banking environment.
To be considered for this role, please submit your CV in application.
We will contact you within 72 hours if your skills are relevant to our client's requirement. EA Consulting Group is acting as an Employment Business for this role under the CEAEBR 2003.