Lead CSOC Analyst - Digital Transformation - Retail Banking - London

ROLE: Lead CSOC Analyst

SKILLS: Lead CSOC Analyst - Digital Transformation - Retail Banking - London - £470 per day

OVERVIEW:

Our client, a major UK retail bank, requires the services of a Lead CSOC Analyst, who has previous experience as a Customer Change Analyst within Retail Banking. The candidate 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.

CORE DUTIES 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.)
- 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.

DESIRABLE SKILLS

- Analytical Skills
- Oral Communication
- Change Management
- Procedural/Product/Specialist Knowledge
- Written Communication

Please note that, due to the high level of applications we receive, we are not able to provide individual responses. If you have not heard from us within 5 working days, please assume that you have not been successful on this occasion. Services advertised by Campion Willcocks & Associates Ltd are those of an agency and/or employment business.