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Operational Transformation Executive

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Department and Team: Operations

Job Level: Executive

Location: Wimbledon / Portsmouth

Reporting To: Head of Operational Transformation 


Role Purpose

We are looking for a permanent, full-time Transformation executive to support the Operations department in gaining insights into our customers, and shape the end to end experience. This role would suit someone who is keen to understand more about our customer interactions, and with the drive to identify areas of improvement and actively contribute towards shaping a better journey that puts the customer at the heart of our product.

Key Responsibilities: 

With a goal of providing an excellent end to end customer experience, the responsibilities include the following

  • Monitor KPI stats - including FAQ searches and interaction, portal visits and behaviour, customer satisfaction ratings, complaint analysis
  • Review customer touch points, email and call reasons, back office processes and email journey
  • Collate and analyse KPI data
  • Identify pinch points
  • Hold internal workshops to gain insight into all aspects of the customer journey
  • Recommend improvements
  • Design and implement change
  • Communicate change to the wider business and end users 
  • Measure impact and value of change, using KPI stats
  • Feedback progress to the business

Skills and Experience: 

  • Attention to detail 
  • Good communication skills

Behavioral Role Fit:  

  • Creativity
  • Self-motivated
  • Proactive & positive attitude
  • Organised
  • Enthusiastic
  • Ambitious

Role Key Performance Indicators:

  • Increase customer self-service – via portal and FAQs
  • Customer Satisfaction 
  • Net Promoter Score

Or, know someone who would be a perfect fit? Let them know!

PO6 3TD
PO6 3TD Portsmouth Directions

Wimbledon

SW19 1NE
SW19 1NE London Directions

Why join Iglu.com?


We might be online, but we're real people who want to make a real impact and work together to create the best experiences for our customers. We've grown a lot and have now created a diverse, flexible, rewarding environment that strives to let everyone be the best version of themselves. 

Our social calendar and regular educational trips mean that it is not all hard work. The charity committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com.

 

 

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