Customer Experience Specialist

CX Specialist 12 months FTC About People’s Partnership

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

The Customer Experience (CX) Specialist is responsible for designing and improving end-to-end customer journeys, using customer insights to identify pain points and deliver solutions that enhance satisfaction, loyalty, and value. Working within the Proposition team, they collaborate with cross-functional teams to ensure customer-centric product experiences, accurate and consistent communications, and effective documentation of business requirements to support product success and strategic objectives.

• Act as the subject matter expert for customer journeys, maintaining and improving end-to-end process flows and ensuring customer needs, risks, and regulatory requirements are embedded throughout.
• Map, analyse, and optimise customer journeys across channels, identifying pain points and opportunities to improve customer satisfaction, loyalty, retention, and overall value.
• Partner with digital, customer service, marketing, product, and proposition teams to design and deliver seamless, customer-centric experiences aligned to business objectives.
• Support change initiatives by identifying impacted customer journeys, documenting business requirements, and ensuring product messaging and communications remain accurate, consistent, and compliant.
• Use customer research, feedback, usability testing, and data insights to develop actionable recommendations and continuously improve customer experiences through a test-and-learn approach.
• Champion CX best practice by advocating customer-centred design, recommending new tools and technologies, and staying informed of emerging customer experience trends and innovations.

• Boundless drive, attention to detail, desire to solve problems, identify improvements for the benefit of all our customers.
• Expertise in mapping and improving customer journeys.
• Deep understanding of customer needs, through direct exposure, research, data and insight.
• A balanced internal and external perspective – important not only to improve and assess how we do things, but also referencing against the competition and non-industry best practice.
• Dedication to proving the value of the function and demonstrating this to the wider business so that the function can demonstrate a ROI for the company.
• Understanding of CX methodologies and measures (eg CSAT, CES, NPS)
• Strong understanding of customer research methodologies, behavioural analytics, and data-driven design
• Experience using journey management software eg Cemantica, They Do, Journey Track or similar.

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Grab & Go Deli Café at our Crawley offices
• Volunteering days and charity payroll giving
• Onsite gym
• Ride-to-Work scheme
• Social clubs and events

You can learn more about how we support our employees on our website

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. This role may support hybrid working.

To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.