About The Role
Team –
Insights Lab
Working Pattern -
Hybrid – 3 days per week in the Vitality London Office. Full time, 37.5 hours per week.
Top 3 skills needed for this role:
- Strong communication skills
- Strong analytical skills
- Navigation of a matrix organisation
What this role is all about:
The primary purpose of this role is to support the overall Vitality vision and business strategy by turning the measurement of customer experience (CX) into a science and using it to drive continuous improvement through all customer journeys and the wider business.
The successful candidate will understand customer needs and priorities, industry advances and Vitality's capabilities. They will be an intellectual CX leader focussed on building data and insight from all Vitality UK interactions with members, advisers and group scheme administrators in order to challenge, improve and develop truly customer-centric journeys and experiences.
Key Actions
- Undertakes or commissions research that provides valuable insight and analysis for business stakeholders and supports optimisation of all customer journeys to drive advocacy, loyalty and an exceptional customer experience
- Analyses qualitative and quantitative Voice Of The Customer and Speech Analytics data for every Vitality customer cohort using appropriate tools and techniques
- Develops comprehensive tracking and reporting including dashboards and insight packs that highlight key customer pain points and identify groupwide actions required to resolve them
- Establishes and implements clearly defined CX principles and standards to support the ongoing iteration and development of customer experiences across Vitality Group
- Contributes to the development of strategic plans and initiatives based on data-driven insights
- Defines the end-to-end CX framework that evaluates and measures customer perception in a consistent manner across all products and journeys
- Drives cross-functional efforts to create a toolkit for groupwide application that elevates understanding, illustrates opportunities and helps Vitality improve Customer Experience
- Educates senior leaders in the CX discipline and benefits of well-executed CX improvement, and communicates the CX strategy across the organization, ensuring buy-in
- Involves all relevant functions in customer journey optimisation and disseminates industry-leading CX knowledge and continuous improvement practices across the Group
Essential Skills needed to fulfil this role:
- Degree or relevant professional CX qualification
- Minimum of 5 years' experience in successful delivery of CX improvement initiatives
- To be successful in this role, you will be certified in a recognised CX qualification or currently working through the certification level
- Experience in successfully managing and delivering change via proven operational continuous improvement methodologies to enhance the customer experience
- Experience working well in a highly pressurised environment with the ability to manage a number of high profile initiatives at the same time
- You must be able to demonstrate exceptional leadership skills and be able to influence at all levels. Previous experience of managing teams and coaching support staff is also essential
- You must be obsessed with the customer and passionate about the user experience
So, what's in it for you?
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page.
If you are successful in your application and join us at Vitality, this is our promise to you, w
e will:
- Help you to be the healthiest you've ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.
About The Company
We're really excited to announce that we have recently been awarded
"Top 10 Best Places To Work"
in The Sunday Times Awards 2024!
Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.
Diversity & Inclusion
We're committed to diversity and inclusion because it's good for our employees, for our business, and for society. To learn more please visit our Careers page.
Vitality's approach to sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page.
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.