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Service Optimisation Analyst | Bristol | Financial | Digital

Job Title: Service Optimisation Analyst | Bristol | Financial | Digital
Contract Type: Permanent
Location: Bristol, England
Industry:
Salary: £27000 - £37000 per annum + bonus and benefits
Start Date: ASAP
REF: NSW/1015_1496158926
Contact Name: Nick Watt
Contact Email: nick.watt@parallelconsulting.com
Job Published: 3 months ago

Job Description

Service Optimisation Analyst | Bristol | Financial Services | Digital

I'm partnering an outstanding banking organisation in Bristol who are undergoing a major digital transformation and require a Service Optimisation Analyst (Digital Customer Journeys) to help in their quest for digital banking excellence. The bank are investing heavily in digital and the Service Optimisation Analyst (Digital Customer Journeys) role is vital to their ongoing success in the digital and mobile space

They have committed to a material investment in digital, recognizing that digital should become the core growth engine of the bank. To support this growth, they need people who are excited about being part of this challenge.

The key objectives for the Service Optimisation Analyst (Digital Customer Journeys) will be;

*To support the overall goal of minimising customer journey effort via continued service optimisation, increasing Digital Service satisfaction and reducing face-to-face and telephony banking as well as complaints and mitigation.
*To work with internal and external stakeholders to reduce customer friction and build slick, optimal customer journeys

The key responsibilities for the Service Optimisation Analyst (Digital Customer Journeys) will be

*To gain a deep understanding of stakeholder needs with a focus on customer service from mobile solutions and determine where they can improve upon the customer journey utilising all available data sources.
*Supporting the production of Management Information for Digital teams to identify trends and anomalies in customer journeys, collaborating with wider teams and providing workable solutions.

The successful candidate will have a strong background in Digital Service Optimisation from a financial services background, with a focus on customer journeys, and an analytical mind-set.
This opportunity will have you working in a progressive and collaborative environment with a basic salary of £27,000-£37,000 plus bonus and some great additional benefits.

Parallel Consulting is acting as an Employment Agency in relation to this vacancy.