Description
CSOC Analyst (Customer Proposition, Mobile)
Our client is a market leader within Banking and is currently seeking a Business Analyst to be responsible for developing a customer proposition during Initiation; identifying impacts to the customer experience and developing treatment and launch plans to take the proposition to market.
Responsibilities include:
- Proposition development - both customer and merchant; identifying customer needs; drawing upon customer insight research; working with proposition owners across the business; presentation to Design and Delivery authorities etc.
- Customer impact assessments - experience statements; complaints analysis; media/regulatory/reputational appraisal; TCF etc. Presentation to the Customer Change Board to gain key governance approval to proceed.
- Customer treatment plans - working with Group Marketing, Legal, Compliance and the Business (eg product owners) to identify the treatments necessary and develop solutions (including full business case costs) eg campaign management, core messages for both colleagues and customers alike; channels to market etc.
- Stakeholder engagement (including briefing; confirming change ownership; facilitating workshops and conference calls; presentations to design authorities etc.)
- Project management (must be self-sufficient in this area - ability to prioritise own work; track progress; raise and manage RAIDs etc.)
Skills/experience sought after:
- Demonstrable experience of developing customer propositions via a Mobile channel (essential)
- Proposition development - experience of working in roadmap environments; ability to co-ordinate the development activity and drive clarity on benefits realisation.
- Proposition appraisal - solid experience of assessing the impact that an initiative/proposition will have upon an existing or new customer journey and development of business solutions (include complaints resolution) to improve the experience.
- Change Management
Please submit your CV for initial consideration. If your CV matches the requirements of the role expect to receive a call within 24 hours to discuss your availability and expected daily rate.