Customer Experience Insight Specialist

Customer Experience Insight Specialist, Dublin

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Date: 26 Mar 2024

Location: Dublin, IE, IE

Company: Allied Irish Bank

Role: Customer Experience Insight Specialist, Group Marketing

Location: Central Park, Leopardstown, Dublin 18

This role is being offered on a permanent, full-time basis.

• Are you a motivated self-starter who can work in a collaborative team environment?
• Have you experience in working on large scale Customer Experience measurement programmes?
• Do you have a track record of identifying opportunities to improve the customer experience in organisations?

About the Role:

We are the Customer Experience (CX) function in Group Marketing and our function has 4 core teams:

We’re looking for someone who:

Supports the delivery of the existing voice of the customer (VOC) measurement solution to report on our progress in delivering Customer First to stakeholders across the organisation:

• Quarterly delivery of the CX insight reports tracking progress against our objective of delivering against our Customer First ambition.
• Implement new measurement journeys to expand the breath of coverage of our VOC solution.
• Monitoring voice of the customer dashboards for changes in customer performance metrics, robustness of journey samples and sentiment.
• Managing and implementing ad hoc digital feedback and intercept surveys and aligning them with wider VoC programme.
• Evolving VoC programme to ensure it remains relevant and aligned with our customers changing behaviours across channels.

Creation of experience insights blending voice of the customer information with other internal customer information to transition from data to insight to action:

• Creation of presentations on the drivers of performance layering VOC data with other CX data and market insights.
• Preparation of customer experience deep dives and communicating learnings to key stakeholders.
• Leveraging Text Analytics solution, sentiment analysis and audio/video feedback to bring our customers voices to life.
• Identifying opportunities to enhance customer experiences across journeys.
• Manage day to day relationships with internal stakeholders and external partners.
• Represent CX Insight team at industry CX events.

Support the CX team and group marketing function to back our customers to achieve their dreams and ambitions:

• Visibly model the desired behaviours of a CX leading organisation.
• Engage, collaborate and influence to ensure the customer voice is always heard and understood.
• Promote the CX Insight team throughout the organisation and lead staff engagement with the VoC platform.

What you will bring:

Life at AIB

At AIB, we have a clear purpose - Empowering people to build a sustainable future. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. That goes for our employees too. We are building a culture that breaks the conventions of what our customer and employees expect of a bank.

We are committed to offering our colleagues choice and flexibility in how we work and live. Our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements. More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We celebrate diversity and believe in a culture of inclusion where all our employees can succeed. We welcome applications from people of diverse backgrounds and abilities. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie.

If you feel you have what it takes, click apply and fill in the online application form. If you would like more information please contact the Talent Acquisition Team at careers@aib.ie

By when? Closing date is Wednesday, 12th April.

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.

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