Customer Experience Consultant

Title: Customer Experience and Insights Consultant

Location: London (3 days p/w)

Contract Length: 3-6 months

Day Rate: £250 p/d

IR35: Outside

Contact:

ROLE PURPOSE

We are seeking a highly motivated and results-driven Customer Experience Consultant to support the Head of Customer in delivery of customer facing initiatives, working cross-functionally with internal teams to implement new processes, systems and policies designed to enhance customer experience and improve customer satisfaction and retention.

KEY ACCOUNTABILITIES

1. Collect and review customer feedback, identifying trends and insights to suggest improvements to the product, service, or processes
2. Map as-is customer journeys and identify pain points and opportunities to feed into technology and business transformation roadmaps
3. Work closely with other teams to share customer insights and ensure that customer needs are met
4. Support in the delivery of customer facing initiatives, helping define business requirements, develop user stories and manage stakeholders
5. Be a passionate advocate for customers and a customer centric approach

KEY SKILLS, KNOWLEDGE, AND EXPERIENCE

Essential

1. Experience: Minimum of 1-2 years in a customer service or customer experience role. Knowledge of customer satisfaction metrics (e.g., NPS, CSAT)
2. Communication: Excellent verbal and written communication skills and confident in presenting and putting forward ideas
3. Problem-Solving: Strong problem-solving skills, with the ability to think critically and offer effective solutions
4. Attention to Detail: High attention to detail to ensure accuracy and quality in all customer solutions and outcomes
5. Organizational Skills: Strong time-management skills and ability to handle multiple tasks efficiently in a fast-paced environment
6. Team Player: Collaborative and proactive, with the ability to work well in a team-oriented setting

Desirable

1. Previous experience in Property sector is desirable but not essential
2. Comfortable using customer service software, CRM tools, and other digital platforms to manage interaction