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This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Digital Experience Analyst

• This is a fantastic opportunity for an innovative digital specialist to join our Digital Channels team delivering host to host solutions, and have a significant impact on our customer journey
• You’ll be helping to define and improve the customer experience and make sure that digital experiences are optimised 
• This is an opportunity for you to advance your career in an environment that supports your professional development and progression

What you'll do

As a Digital Experience Analyst, we’ll look to you to play a key role in supporting a portfolio of strategic digital propositions, helping us to deliver exceptional customer experiences and achieve our goals. You’ll be at the cutting edge of the future digital experience of commercial and corporate customers and delivering harnessing disruptive technologies to support the alignment of digital work streams.

With your customer and digital expertise, you’ll be able to support your team in taking customers through a journey of discovery, design and validation.

Key aspects of your role will include:

• Being an expert in customer desirability to inform and shape a best in class digital experience from product sales through to implementation and in-life product management
• Contributing as a reference point for the Direct Channels strategy, design and solutions, making sure that all aspects are focused on the needs of our customers
• Ensuring customer touchpoints provide a great customer experience, including delivering internal training, identifying opportunities to digitise our offering, and putting the customer at the heart of change activity that impacts them
• Analysing data and providing key insight to optimise our proposition and achieve our business goals
• Supporting the Product Owner to define and document key customer journeys, specifically around onboarding and in-life servicing, for new product features and functionality

The skills you'll need

We’re looking for a digital professional who has the ability to articulate the customer vision and drive good customer outcomes. You’ll have excellent stakeholder management skills coupled with commercial acumen and market awareness at macroeconomic and business segment levels. Additionally, we’ll expect you to have good interpersonal, team working, and networking skills, with the ability to negotiate and influence at high levels.

You’ll also need:

• The ability to source and work with information, drawing conclusions that are used to create value to the business and its customers which could be applied in identifying product performance trends
• An understanding of the needs of business or corporate customers and how we can serve them digitally 
• A familiarity with customer experience techniques, such as journey mapping 
• Problem solving and strategic thinking skills while leveraging insight and other sources of information to build business intelligence
• The ability to work on your own initiative, setting priorities and working to defined deadlines

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.