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CX Specialist
MUFG Pension & Market Services
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
You will be responsible for defining and documenting customer journeys sourced from quantitative and qualitative data sources, interacting with subject matter experts across channels and products, and coordinating with internal stakeholders including product design / development, client partnerships, service and operations and portfolios to enhance the customer s experience.
Key Accountabilities and main responsibilities
Strategic Focus
- Identify and document customer profiles and map customer journeys to identify gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements.
- Work with various functional stakeholders to ensure gaps are addressed and/or opportunities for improvement are realised.
- Use design research techniques to uncover customer needs and pain points, including survey design and delivery.
- Produce customer journey maps.
- Strong communication skills and be confident presenting.
- Work collaboratively with service, technology, product and experience design teams.
- Collect, track and analyse customer feedback and suggest improvements internally based on the insights gathered.
- Quantitative and qualitative data analysis.
Governance & Risk
- Understand accessibility and inclusive design and comply with WCAG 2.2 Level AA standard for accessibility.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Experience
- Overall 2 to 5 years experience, with minimum 2 years experience in a customer experience role.
- Proficiency with CX tools and methods, specifically journey mapping and Voice of Customer tools (Qualtrics and InMoment will be highly regarded), and data analysis tools including Excel.
- Experience in running remote workshops.
- Experience in quantitative and qualitative research methodologies and drawing insights from data.
- Experience designing and delivering surveys in a B2B context.
- Accustomed to working collaboratively with cross-functional team members.
Personal Attributes
- Strong communication skills, both verbal and written.
- Ability to work within a self-directed culture and navigate ambiguity.
- Strong presentation skills.
- A human centred design and design thinking practitioner.
Employment Type: Full Time, Permanent
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based on 12 employees
Flexible timing
Monday to Friday
No travel
Night Shift
MUFG Pension & Market Services Benefits
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