Customer Insights & Experience Specialist UK

Role: Customer Experience Specialist Location: Belfast /London (Hybrid working) This role is being offered on a permanent basis. 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? Continually enhancing our customers experience of AIB through truly understanding our customers and delivering clear and compelling propositions and services to meet their needs and expectationsis central to us being a bank that our customers, stakeholders and people truly believe and feel valued in. About 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 usingstrong 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 Responsibilities Include: 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. What you will bring: A strong customer focus with proven experience of conducting market/customer research. Analytical background with the ability to garner insight from various sources. Exceptional communication and interpersonal skills supported by strong presentation and report writing skills. Ability to multitask and work well under pressure and meet tight timescales whilst ensuring quality and accuracy of output. Positive mindset and proactive attitude with high levels of initiative and excellent attention to detail. Strong stakeholder management skills with proven ability to negotiate and influence both internal and external stakeholders. Knowledge/business experience in Finance and Banking would be an advantage Life at AIB At AIB, we have a clear purpose - to back our customers to achieve their dreams and ambitions. We want to be at the heart of our customers financial lives by giving them an exceptional experience. That goes for our employees too. We are building a culture that breaks the conventions of what our customer and employees expect of a bank. We are committed to offering our colleagues choice and flexibility in how we work and live. 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. More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process. 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 celebrate diversity and believe in a culture of inclusion where all our employees can succeed. We welcome applications from people of diverse backgrounds and abilities. 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. If you feel you have what it takes,click apply and fill in the online application form. If you would like more information please contact the Talent Acquisition Team at By when? Closing date is 18th October 2024 Disclaimer: Unsolicited CVs 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. Skills: Customer Focus Communication Stakeholder Engagement Team player