Customer Side of Change- Banking- London- Up to £450 - £500 per day

CUSTOMER SIDE OF CHANGE- BANKING- LONDON- £450 - £500 PER DAY

PURPOSE OF THE PROJECT/PROGRAMME 

The candidate must have demonstrable experience of developing customer propositions via a digital channel. This experience needs to have been gained within the last 12 months to ensure that the candidate's experience is up-to-date with latest technological advances in the digital market (eg, website and mobile)

PURPOSE OF THE ROLE 

In full consultation with the business, the Customer Change Analyst is 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 ensures 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. 

- Proposition development - identifying customer needs; developing a Digital offering with core customer-facing channels (Telephony and high-street Branches); drawing upon customer insight research; working with proposition owners across the business; business case development; presentation to Design and Delivery authorities etc. Working with senior stakeholders to ensure that the proposition fits with strategic objectives, brand etc., and can be supported by the Bank's operating model.
- Customer impact assessments - customer experience statements; complaints analysis; media/regulatory/reputational appraisal; treating customers fairly (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 launch strategy, campaigns, communication plans 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.)

CORE SKILLS AND EXPERIENCE 

- 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 (including complaints resolution) to improve the experience.
- Business acceptance - demonstrable experience of 'selling' propositions to a senior stakeholder community.