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Customer Experience and Insights Executive


Customer Experience and Insights Executive

Dublin | Ireland

The primary objective of the Customer Experience team is to own the customer journey and support delivery of positive customer experiences across all touchpoints. The role holder is responsible for deepening customer understanding, identifying key moments of truth and points of disappointment and pain for customers. Working with key stakeholders to close these gaps, turning customers from detractors to promoters and advocates.

Purpose of the Role

To deliver competitive advantage for the Group by ensuring customers have a superior customer experience and in turn become advocates.

Key Accountabilities

  • Lead the Voice of the Customer programme in New Ireland designed to measure and improve our customer engagement scores, including Net Promoter Score.
  • Improve customer understanding through insight generation, data analysis and customer immersion. Use insights to drive change and improvements for customers, collaborating with teams throughout the business.
  • Support development of CX design and customer journey mapping to understand how the customer interacts with our business across all touchpoints. Identify and address top customer irritants to deliver superior customer experience.
  • Support key strategic projects with customer insight generation.
  • Leverage employee programme to help create a customer centric culture.

What is the Opportunity?

The opportunity with this role is to make a meaningful difference in how customers experience the Wealth & Insurance products & services provided by New Ireland, to ensure that we are truly meeting customer needs and providing a service that exceeds expectations.

Essential Qualifications

Relevant business degree and relevant work experience, with 3+ years in a Customer advocacy role preferable.

Essential Skills & Experience

  • Proven track record of developing strong business relationships internal and external to the Group.
  • Demonstrated business acumen with a proven ability to drive a customer centric business agenda.
  • Excellent communication skills with the ability to influence stakeholder groups.
  • Comfortable collaborating across departments to achieve results.
  • High energy, bias for action, drive for results and strong resilience.

Desirable Qualifications, Skills & Experience

  • Strong analytical and problem solving skills, with a proven ability to understand quantitative issues and interpret key insights from data.
  • Experience with introducing change and improvements.
  • Collaborative and collegiate team player with the ability to take full ownership of work and responsibility for performance.

Key Competencies

  • Customer Focused - Self
  • One Group, One Team - Self
  • Agile - Self
  • Accountable - Self
  • Champion Transformation - Self

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Closing date: Aug 27, 2019
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