Change Analyst - Retail Banking - Customer Side of Change

ROLE - Change Analyst

DURATION - Until 31/12/15

LOCATION - Halifax

OVERVIEW OF THE PROGRAMME

The Business is running a large programme of activity relating to customer backbook which will require a key focus on ensuring the right customer treatment. The successful candidate will play a central role in ensuring that the customer viewpoint is taken into account in the Programme, using a range of tools, techniques and data sources.

ROLE ACCOUNTABILITIES

- Acting as key liaison point for customer experience aspects of the project.
- Utilising net promoter score/complaint root cause analysis to identify trends and issues.
- Establishing the right key performance indicators to ensure the Group can track performance.
- Produce reporting and explanatory packs explaining progress from customer perspective.
- Will facilitate discussion with customer facing areas, be a consultant for those areas in developing customer journeys and will consolidate results for presentation at committees.

ESSENTIAL SKILLS

- Proven experience of Analysing Customer Side of Change, ideally within the FS sector however other sectors considered should candidates be able demonstrate strong CSoC skills
- Stakeholder Management
- Project Management Disciplines
- Influence, drive & communication skills