Apply📍 UK
💸 48000.0 - 62000.0 GBP per year
🔍 Customer Experience
- Deep knowledge and experience of Customer Experience and Continuous Improvement as a combined role.
- Preferably working in Outsourced Supplier Operations.
- Comfortable with travel abroad to our offshore sites in South Africa and Romania (other sites may be added in future)
- Lead regular conversations with suppliers around process opportunities and CX insights
- Develop clear and manageable roadmaps that enable improvements to drive better customer outcomes with clear timelines and measures of success
- Monitor customer CSAT scores and feedback and help drive insight towards areas of improvement and opportunities
- Own all development opportunities and improvements through to completion within your team, providing stakeholders with key updates along the way
- Partner closely with our suppliers and role counterparts to agree on key priorities evidenced by value and impact
- Build strong relationships & regular engagement/ governance with internal stakeholders to facilitate change and great customer experience (risk, ops partners, training, QA)
- Identify where our products may be impacting positive customer outcomes and use data and insight to make recommendations for improvements
- Measure success, impact and benefits of changes being delivered and use data to quantify the impact of the change. (CSAT, QA scores, timeframes of success)
- Implement a continuous improvement cycle including retros and regular change management meetings with robust documentation
- Working with the wider supplier team, deep dive in to customer experience being delivered by our partners and drive improvements; when applicable consider how these opportunities may support Monzo’s operation overall
- Be the point of contact within the Ops supplier team for broader Monzo ops CX initiatives (QA, Tone of Voice focus etc)
- Create monthly deep dives into customer experience using all sources of data e.g CSAT, CX data and complaints to identify themes and trends on areas that are going well and areas to improve
- Partner with suppliers on their insight generation into CX performance and agree plans where required for change and support for successful delivery
- Be an advocate internally for sharing success stories of customer experience and partner with the team Engagement Manager to help share and elevate these stories
- Partner with suppliers and Monzo stakeholders to deep dive into processes and highlight opportunities for improvement
- Introduce initiatives for process improvement recommendations and fix things for our customers and COPs
Project ManagementData AnalysisOperations ManagementCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceAgile methodologiesCoachingReportingData visualizationTeam managementStakeholder managementProcess improvementChange ManagementCustomer Success
Posted 5 days ago
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