We are seeking a Customer Journey Analyst to join the project team at NatWest, focusing on enhancing the colleague experience.
Your role will involve reviewing process flows and supporting documentation used to create colleague journeys in our internal chatbot, ensuring colleagues receive the best support possible when contacting us.
Key Responsibilities:
1. Quality Assurance: Conduct detailed assessments of colleague journeys to identify areas for improvement, automation opportunities, and reductions in the need for colleagues to speak with analysts.
2. Collaboration: Work with internal teams to resolve quality issues, implement enhancements, and promote continuous improvement of our chatbot.
3. Documentation & Reporting: Maintain comprehensive documentation of reviews and findings.
Key Skills:
1. Communication Skills: Ability to clearly convey findings and recommendations to stakeholders.
2. Attention to Detail: Carefully review each step of the colleague journey to identify improvement areas.
3. Voice of the Customer: Empathize with colleagues by considering different user profiles.
4. Customer Service: Excellent customer service skills.
This position is posted by Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio, acting as an employment business for this vacancy.
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