Process Designer - Customer Journey/Experience/Retail/Online

Process Designer - Customer Journey/Experience/Retail/Online

Recruiting immediately and on a permanent basis, for a fantastic client close to Maidenhead. This role also has the option of being based in Glasgow.

Essentially, we are looking for someone who designs the processes relating to customer experience and the customer journey. For example, on a company website you see a product, go through all the processes of the journey, from you having initial interest in the product, through to actually departing with your cash to buy it and ensuring your experience as the customer is the best it can be.

Summary

Our customer channel does exactly what its title suggests - it looks after the needs of our customers. Responsible for acquiring new customers, whilst ensuring the existing ones keep in love, you'll collaborate with the marketing and big data teams to ensure our go to market offering is spot on. You'll understand the complexity of retail and contact centre channels, and have the character to build relationships that will truly deliver a win win situation.

You're responsible for working collaboratively with multiple teams across the business, to design and develop processes which deliver customer satisfaction, positive brand perception and commercial targets.

As a Process Designer you'll report to the Customer Service Design Lead and will be a SME in designing effective process to deal with customer queries across all channels. You will work collaboratively with multiple business functions and be adept at juggling several tasks to deliver for the business.

Working in tactical manner you will understand and will be able to design and articulate customer journey process that improves NPS and commercial performance.

Job context

• This role reports to the Customer Service Design Lead and is part of the wider Channel Operations Team within the Customer Function.
• This is an individual contributor responsible for designing customer processes that will be used by our people to deal with customer queries across our channels - contact centre, retail and online.
• The individual is responsible for working collaboratively with multiple teams across the business, to design and develop processes which deliver customer satisfaction, positive brand perception and commercial targets.
• The role works alongside customer solution designers and will be responsible for designing, documenting and improving processes to meet the desired customer experience

In order to apply for the role, please email your most recent CV to Richard.Gallagher@projectpeople.com and your application will be considered.

Project People is acting as an Employment Agency in relation to this vacancy.