Customer Side of Change Analyst

Customer Side of Change Analyst required to join our financial services client on their Digital Programme based in London. This will be a 6 month contract role.

Applicants should have demonstrable experience of developing customer propositions via a digital channel and up-to-date knowledge of the latest technological advances in the digital market (eg, website and mobile)

If successful, you will be responsible for developing the customer proposition during Initiation; identifying impacts to the customer experience and developing treatment and launch plans to take the proposition to market. This role will also ensure that due diligence is undertaken, assessing each proposition/initiative from a Treating Customers Fairly perspective and ensuring that any changes to customers' Terms of Conditions are fully compliant with CCA legislation. The role will include responsibility for Proposition development, Customer impact assessments, Customer treatment plans, Stakeholder engagement, Project management.

To be considered for this role, applicants should be able to demonstrate the following experience:
* Experience in a customer change role as part of a large project or programme.
* Shaping the development of new/innovative customer propositions
* Co-developing the business and employee propositions that go hand-in-hand with the customer proposition, including the benefits case.
* Experience of defining the sales funnel for a proposition
* Experience across the different stages of the project life cycle - from Roadmap to pre-Business Readiness.
* Experience in a business/product-facing capacity to ensure that ideas align to strategic objectives and brand values.
* Creating customer journeys, treatment plans, launch and communication strategies etc.
* Working with the business to identify impacts to customer journeys; ensuring that treatment/comms plans are in place to manage brand/media reputation, provide customer support, raise awareness, retain loyalty etc.

If you have the above customer side of change propositions experience and would like to hear more about this opportunity, please send in your CV ASAP!