Experience Analyst

About the position

Position duties:

• Gather and analyse customer experience data with the goal to better understand customer needs, viewpoints and experiences.
• Review and design operational processes, on-line documents and communication templates to achieve better customer outcomes.
• Provide insight on customer feedback from complaints, escalations, and surveys (internal and external) for product and process improvements.
• Maintain and enhance Treating Customer Experience model.
• Monthly reporting on Treating Customer Fairly Outcomes.

Position requirements:

• Minimum 3 years customer experience in Life insurance industry
• Financial/Statistical university degree and post-graduate qualification
• Previous experience in working with client and/or intermediary service providers.

Desired Skills:

• Analysis
• Data Analysis
• Life Insurance