Customer Insights & Experience Specialist UK, London/Belfast

Role: Customer Experience Specialist

Location: Belfast /London (Hybrid working)

• Are you passionate about understanding what matters to our customers and what they need from us?
• Do you want to shape the future of our customer experience strategies?
• Do you want to have a positive impact on customers’ experiences through turning insights into actions to drive continuous improvement?

What is the Role:

Reporting to the Customer Experience Team lead, the successful candidate will play an integral role in helping shape and deliver our customer experience strategies. This means using strong analytical skills to collate, review and obtain actionable insight from a range of quantitative and qualitative sources. Working with key stakeholders, customer journey mapping will be central to understanding the impact that our current offering, procedures, and policies are having on our customers as well as any pain points or inconsistences customers are experiencing.  Being able to draw on evidence-based conclusions to develop strategies to enhance customer experience and satisfaction levels by ensuring processes and procedures consistently promote good outcomes for all our customers is a key requirement of the role.

The successful individual will also need to have a blend of outstanding writing, verbal, and presentation skills to facilitate workshops and draft insight reports and business cases with clarity to support decision making, along with being able to present statistical information in a relevant, easy to understand manner.

Key Accountabilities:

• Responsible for collating, analysing and correlation of data, insights, and research on our customers’ experiences in order to identify problems, customer pain points and potential opportunities in order to propose recommendations/solutions to focus on.
• Disseminate observations into digestible, meaningful messages by customer segment and location, to key business stakeholders throughout AIB UK to assist with effective decision-making.
• Conduct customer journey mapping to help plan, design, and co-ordinate customer strategies to be delivered through our various customer channels to resolve customer issues along with optimising the product and service offered to improve the customer experience.
• Monitor external changing consumer trends alongside actions and internal change initiatives for their impact on customer experience. 
• Ability to manage stakeholders and suppliers to deliver against agreed objectives.

Why Work for AIB:

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include;

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

Technical Capabilities:

• Business and customer knowledge and insight                                                                                                   
• End to End thinking

Behavioural Capabilities:

• Customer Focus
• Collaborates
• Strategic Mind-set
• Accountability

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at internal.selection@aib.ie or careers@aib.ie

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.