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Customer Side of Change (CSoC) Analyst - Banking - London - Up to £470

Eingestellt von ea Consulting Group

Gesuchte Skills: Design, Marketing

Projektbeschreibung

CUSTOMER SIDE OF CHANGE (CSOC) ANALYST - BANKING - LONDON - UP TO £470 PER DAY

Lead CSOC Analyst must have demonstrable experience of developing customer propositions via a Mobile 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 Mobile market.

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.

THE ROLE WILL BE RESPONSIBLE FOR:

- 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.)

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 (includ. complaints resolution) to improve the experience.

Please submit your CV to be considered.

We will contact you within 72 hours if your skills are relevant to our client's requirement. EA Consulting Group is acting as an Employment Business for this role under the CEAEBR 2003.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

ea Consulting Group