Customer Journey Analyst Review
at NatWest Group
Higher Level Apprenticeship
Finance
Edinburgh
Review Submitted: March 2023
Overall Rating
3.6 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
3.5/5
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Overview of Role
5/5
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Skills Development
3/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
My role is to improve the customer experience in fraud by looking at the various customer journeys and ways in which we can improve these. My tasks include but are not limited to:
Analysing complaints data to pick out key themes/trends
Join workshops on various topics to see how we can improve journeys
Workings as an SME in project groups
Fraud case investigation work to build up arguments made to stakeholders
Analysing complaints data to pick out key themes/trends
Join workshops on various topics to see how we can improve journeys
Workings as an SME in project groups
Fraud case investigation work to build up arguments made to stakeholders
To what extent do you enjoy your programme?
2/5
In terms of the content of my programme, I do enjoy it. I feel like I am learning valuable skills that I will be able to utilise at some point in my degree. However, I have not enjoyed BPP as a provider and don't feel that they have supported me enough or provided me with the right information to be able to pass my programme.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I have been able to develop lots of skills in my role. I have learned how to build relationships with various stakeholders. Improved my ability to present information to a variety of audiences. | have been able to work on my data analytics skills. I've also worked on learning how to work on projects, using agile processes such as Lean kit boards, sprint sessions, PI planning etc
Structure and Support
How well organised/structured is your programme?
1/5
My programme has not been structured in an organised way. I feel like from the start of the course, BPP did not do a good job at setting expectations of what work we were to complete and when. I received conflicting information from different teaching staff. Our lectures overlapped with a previous module so we were having to learn the next module before even finishing the previous.
How much support do you receive from your employer?
5/5
I have received the greatest support from my employer. I have regular check in with my line manager who is available to discuss any issues with. If I have needed extra time to complete my assignments, I have been given it. By manager has taken an active interest in my development, reading all the feedback I receive from my coach.
How much support do you receive from your training provider when working towards your qualifications?
2/5
Although I do feel as though I have support from my coach at my provider, I do feel let down by the provider in terms of supporting to towards my final exam. The coach does reply to my emails and is available for calls but I feel like the quality of information and support I'm provided with is not enough.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
3/5
I feel as though the amount of work, time and effort put into my qualification does not match the benefits of doing the qualification. At NatWest, there are other apprentices who are doing different qualifications who do not have to sit exams or end point assessments, but once we finish our apprenticeships we go into roles of the same grade which doesn't seem fair to me.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
There are lots of activities to get involved with at NatWest. Since I have joined I have become a member of Women in Banking, I have volunteered through NatWest, I have ran a sponsored 5k put on by NatWest. There are different networks people can join to find those of similar interests to you
Recommendations & Advice
Would you recommend NatWest Group to a friend?
Yes
Why?
Since joining I have felt supported in everything that I do. They are an organisation that prioritises learning and so I have been able to find and develop new skills, even in roles which do not correlate the role I have now. I respect their values as an organisation such as their large climate focus.
What tips or advice would you give to others applying to NatWest Group?
There are so many different roles and opportunities to explore at NatWest. Think about your main career goals and how you think you can achieve those goals and what that career path might look like. Even if you don't have all the skills now, there will be the opportunity to learn
