Customer Journey Analyst

at  Lorien

We are looking for a Customer Journey Analyst to join the project team at NatWest who puts the colleague experience at the heart of what they do.
You will be reviewing process flows and supporting documentation that we use to create colleague journeys in our internal chatbot, ensuring our colleagues get the best possible experience when needing to contact us for support.
Key Responsibilities: 1.) Quality Assurance: Conduct thorough assessments of colleague journeys to identify areas for improvement, opportunities for automation and opportunities to decrease the need for a colleague to speak to one of our analysts.
2.) Collaboration: Collaborate with internal teams to address quality issues, highlight enhancements, and drive continuous improvements in our chatbot.
3.) Documentation & Reporting: Maintain documentation of reviews

KEY SKILLS:

1. Communication skills: Clear and concise communication to convey findings and recommendations to internal stakeholders
2. Attention to detail: Review every step of the colleague journey to pinpoint areas for improvement
3. Voice of the Customer - able to put yourself into the colleagues’ shoes considering different profiles of users
4. Customer Service: Fantastic customer service skills
   Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy

Please refer the Job description for details