Some travel to Partner meetings required and travel between sites.

Transcription

1 Role Profile 1. Role Profile Details 1.1 Job title Manager Voice of the Customer 1.2 Department/Division: Fusion 1.3 Reporting to: Snr Manager Customer and Service Insight 1.4 Date reviewed: June Purpose & scope of the role 2.1 Purpose of the role: Drive customer loyalty through the effective administration and reporting of a Group wide Voice of the Customer/ NPS programme Drive service excellence across Fusion with the provision of timely customer insight to senior stakeholders 2.2 Scope of the Role Working within the Fusion Customer Experience Team, ILS Pillar Deputise for Senior Manager Customer and Service Insight for NPS reporting, Voice of the customer reporting and supplier management. Collect and maintain ILS action plan for Voice of the Customer and NPS improvements. Working closely with all BUs and functions (Insurance and Aggregation, Marketing teams, and Corporate Partnership teams) within the ILS Pillar and with senior stakeholders across Fusion Some travel to Partner meetings required and travel between sites. 3. Accountabilities Responsible supporting the management of third party suppliers and the administration of a BGL Group wide NPS/ Voice of the Customer programme Provide timely and actionable insight to inform and support Business Units and Senior Stakeholders in identifying and prioritising customer improvement initiatives across the ILS Pillar Ensure all stakeholders across ILS are adequately informed about their customer s feedback Work closely with the Fusion Service Insight team ensuring all key metrics that affect the customer are effectively reported on and deliver actionable insight to enable service excellence across Fusion. Support and facilitate change to the Group NPS programme, including the ongoing development of the internal text/ voice verbatim analysis capability Act as a conduit across the ILS pillar to bring together all customer initiatives into one consolidated action plan Key Result Areas (KRAS) Activities within the KRA (including frequency) BGL Group Manager Voice of the Customer Page 1 of 5

2 Leadership and Communication Regular liaison with colleagues in other areas of the Customer Experience Team and Business in general to share best practice/cutting edge innovation; ensure transparency and avoid duplication. Present ideas and reports and explain findings and their implications to a broad population across the business. Attract, Recruit and Retain exceptional people to work within the team. Ensure they are engaged (measured via ESI); are clear on business specific objectives and have regular reviews utilising Mi Performance. Ensure that the team set and achieve development objectives in order to fulfil the requirements of the business. KPI and Data Management Interpret reports generated throughout the business and monitor KPIs and key business metrics to ensure performance is in line with expectations and develop improvements Business Understanding and decision analytics Escalate any variances in a timely manner, to the appropriate audience within the business Develop an in-depth understanding of how the business operates technically, such that processes and their implications are fully understood Develop an in-depth understanding of the journey being undertaken and how these affect behaviour and performance Apply appropriate statistical analysis and techniques to data from a variety of sources to understand the role people play in value creation and inform good decision making Work closely with all functions to understand their plans and expectations such that informed proposals around performance can be submitted Reporting & Metrics Work with all areas of the business to understand what the key factors are in driving their performance Define appropriate reporting and metrics which will enable effective performance management across Fusion Continually examine the adequacy of reporting currently in place and ensure it is aligned to business needs Undertake more standalone exploratory analytics projects rather than just metric measurement against standard KPIs Market & Product insight Develop quantitative and qualitative customer research to support KPI s and to direct and track customer experience improvements Manual Reporting Be able to assist the business areas teams to create ad-hoc reporting as dictated by business priorities and technical limitations Regulatory Responsibilities Reduce the need for ad hoc performance measurement questions from the business whilst still satisfying their commercial needs Adherence to all regulatory requirements, for example the FCAs rules and principles, Data Protection Act and Money Laundering regulations. Awareness of Group policies and procedures and the regulation relevant to your role. Consistently demonstrate your understanding of how the principle of TCF impacts your role and is embedded in the culture of the BGL Group. BGL Group Manager Voice of the Customer Page 2 of 5

3 Person Profile Person Profile Details Job title Manager Voice of the Customer Qualifications Minimum five O Levels/GCSEs or equivalent (including English and Maths) Advanced Microsoft Office Proven analytical or numerical ability A levels or Degree equivalent (particularly in a numerate subject) Nice to Have Advanced SAS/SQL skills Nice to Have Competencies Analytical Thinking Radical Thinking Commercially Astute Definition: gather, scrutinise and organise data to make systematic, timely judgements based on relevant information. Identify cause and effect relationships to solve business problems. Definition: Be curious and creative about the way you think. Stimulate yourself and others to challenge accepted beliefs about how we do business. Develop practical methods of turning ideas into reality. Definition: Understand where profit and value can be created and apply a forensic knowledge of the business, our market and our customers to assess the risk/ reward profile of business opportunities. Technology Savvy Definition: Be well informed and perceptive about technology developments, spotting opportunities and demonstrating drive to exploit new technology. Drive for results Definition: Be determined to succeed and ambitious to deliver results. Demonstrate accountability, work hard and at pace to deliver high performance and stretching goals even when faced with constraints. Customer Focus Definition: Satisfy our customers and aim to make things almost effortless for them in every transaction. Identify new ways to add value and to meet our customers needs leading to increased loyalty. Interpersonally Astute Definition: Observe and interpret the behaviour of yourself and others to understand their needs, feelings and concerns. Respond authentically and with empathy, developing productive business relationships. Working Collaboratively Definition: Work together with others both across and outside of BGL to deliver common goals. Engender team spirit that helps to encourage and create effective teams working towards the Group Vision. BGL Group Manager Voice of the Customer Page 3 of 5

4 Influencing for Results Definition: positively and effectively persuade or convince others to take action that produces improved performance or outcomes. Consciously notice the effect of your actions and your impact on others and adapt your behaviour accordingly. Inspiring Others Resilient Definition: Be great with people and create enthusiasm for success in the people around you. Make work fun and engaging, communicate honestly and be demanding and ambitious for yourself and others Definition: Remain calm and bounce back after setbacks. Be tough and robust in the face of challenges to deliver your own and the businesses objectives. Integrity Definition: Set a personal example to others and role model the BGL Values. Say what you mean and do what you say. Be genuine and authentic to help create trust in others. Developing Myself Definition: Demonstrate a passion for learning in the service of improved performance. Be open minded, curious and take every opportunity to get feedback and help others develop too. Attributes Passionate about the Customer Professional in appearance, conduct and language with an open, honest manner. Excellent verbal, written and presentation skills. Self-motivated. The ability work well individually or actively as part of a team. Remains objective when working with others. Challenges the norm. Can do attitude demonstrates high energy and drive. Maintains a positive attitude. Rises to the challenge and is able to handle stressful situations. Ability to influence and engage at all levels BGL Group Manager Voice of the Customer Page 4 of 5

5 Skills & Experience Proven experience and understanding of Voice of the Customer programmes and Group NPS programme. Excels at analysing, validating and interpreting data and spotting trends within large and often diverse data sets An understanding of effective data platforms, rational databases, structures and reporting systems to an intermediate/advanced level (SQL, Word, Excel, Access, SAS) Ability to create buy in from key stakeholders in order to ensure actions are delivered Ability to lead motivate and develop a team Proven record of delivering excellent results Proven initiation and effective delivery of positive customer change Outstanding communication and formal presentation skills A structured thinker. Able to plan and organise; is analytical, literate, numerate with exceptional attention to detail Excellent written and communication skills, with the ability to engage to senior stakeholders. BGL Group Manager Voice of the Customer Page 5 of 5