Description
Role title: Customer Impact Analyst - PART TIME POSITION
Key skills:
Customer experience analysis, communications, requirements gathering, project management
Our client, a leading UK retail bank, has an urgent requirement for a Customer Impact Analyst to assist in a large customer-focused programme.
Purpose of the role
- Assess the impacts on customers of proposed change
- Work with Commercial stakeholders to ensure impacts are understood and appropriate customer treatment strategy/communications are defined and documented
- Ongoing engagement of key stakeholders to ensure all customer communication requirements are captured and full traceability of decisions thereon communicated
- Work with 'people side of change' colleagues to align customer/colleague messaging
- Customer needs analysis
Key skills/experience required
- Demonstrable customer experience analysis knowledge
- Ability to work at speed
- Customer experience/comms requirements gathering, gap analysis, impact analysis
- Configuration management of specific customer side of change documentation
- Methodical approach to problem solving
- Understanding of project management
- Solid stakeholder engagement
- Pragmatic individual who is not afraid to push back
- Ability to work in a pressurised environment
- Understanding of financial services and operations
- Customer treatment and strategy design
- Customer communication plan
- Communication creation
- Working with external comms to ensure timely delivery of communications
- Working with the project manager on planning, inputting to weekly progress reporting for accountabilities aboce and defining risks/issues pertaining to customer side of change items and the appropriate management thereof.
Please note this is a part time role with 10 days per month for 2 months.
Please note that, due to the high level of applications we receive, we are not able to provide individual responses. If you have not heard from us within 5 working days, please assume that you have not been successful on this occasion. Services advertised by Campion Willcocks & Associates Ltd are those of an agency and/or employment business.