Register Your Interest - Customer Experience Placement

Register Your Interest - Customer Experience Placement

Primary Purpose of the Job

As a Customer Experience Undergraduate, you will have responsibility for initiatives across the whole customer journey; from the development of new content in customer communications, improving digital customer journeys and lead management systems, to understanding the needs and insights from customer research to better support our customers and increase retention and loyalty. With a focus on delivery, you will be introduced to stakeholders across the business and external agencies giving you a wide range of experience.

Main Responsibilities

The work is varied but always focussed on making the VWFS customer experience the very best it can be. The undergraduate role has the responsibility of managing allocated projects first hand and supporting the development and delivery of other key customer focused initiatives.

• Supporting team members in the development of new systems or processes that have a direct impact on customer experience, such as creating new pages and content within our digital customer portal and improving the experience our customers have when contacting us by phone.
• Responsible for ensuring the customer Chatbot is maintained via daily and weekly monitoring, ensuring it is working efficiently and effectively by making regular updates to improve the customer experience.
• Engaging with colleagues across the business to successfully deliver quarterly updates to our retailer facing renewals platform, ensuring our retailers and customers have access to the latest finance offers.
• Gathering and collating customer feedback into themes to support the identification of remedial actions on customer interactions across the full contract lifecycle.
• Presenting research or insight to relevant team members to support business initiatives and customer experience improvements and creating engaging presentations to report the success of activities.

Principal Contacts / Working Relationships

• Daily contact with all members of the CX team
• Wider Digital & Direct colleagues, including Customer Communications team and Product Owners and delivery teams with responsibility for customer facing solutions.
• Suppliers and agencies involved in the delivery of customer communications.
• Strong working relationships with a variety of stakeholders at all levels is essential to the achievement of operational results as well as customer and colleague experience.

Decision Making Scope

• Identify and agree solutions for improving the Chatbot experience
• Identify and provide updates to assigned projects, ensuring they remain on time & within budget
• Working with fellow undergraduate to decide on workload schedules and priorities
• Handover and train the incoming undergraduates

Key Challenges

• Dynamic workload based on customer and business priorities
• Volume of work and attention to detail required during quarterly finance launch periods

Education, Training and Experience

• Studying related subjects at University: Business, Marketing, Communications
• Have a proven record of academic success, with a keen interest in customer experience and marketing communications
• Strong Microsoft office skills required

Skills and Personal Characteristics Required

• Strong literacy and written communication skills are essential
• Confident to communicator at all levels across the business
• Flexible and adaptable to change particularly in a home working environment
• Proactive approach to tasks with the ability to take your own initiative and work independently
• Ability to manage multiple projects and deliver to deadlines
• Attention to detail

How to register

To get updates about this role and be the first to hear when applications open, please register your interest.