Customer Experience Analyst - 12 month secondment

Here at N Brown, we champion inclusivity by making our customers look and feel amazing. We help our customers to express themselves with stylish products, helpful services and flexible finance.

Working here you’ll explore everything the world of digital retail has to offer — asking questions, trying new things and chasing new opportunities. Combine this curiosity with the freedom to make your own decisions, take charge of projects and work flexibly, and you’ve got the perfect place to show your skills and learn new ones. So, if you collaborate, think on your feet, embrace innovation and love rising to a challenge, your work with us will have a serious impact on the business, your career and our customers’ lives. We are proud to be N Brown.

A bit about the role: 

You will be our knowledge advocate and build a knowledge database. Documentation, sharing knowledge, developing, and implementing innovative, creative, and effective ways to capture and share knowledge whilst leveraging best practices.

What you’ll do:

• Your skills and experience will help us organise our information in such a way that it is easy to search and find.
• You will build and maintain a good working knowledge of all our processes and be able to make recommendations to stakeholders.
• You’ll collaborate with our team and engage with other stakeholders across the business to identify the knowledge we have collected so far, categorise it and drive insights on how we’ll build a scalable structure from it, which will have a direct impact on how we add value to our customers and grow as a business.
• You will help translate complex information, and processes into clear, engaging, and informative content and communications. Shared across multiple channels and to our retained and outsource estate using the change control framework ensuring that appropriate regulatory and compliance sign off has been obtained.
• Using data, you will conduct regular analysis and reviews of our articles with the team and key stakeholders to ensure that the knowledge remains up to date and identifying opportunities to improve or create new content and ensuring that the FAQs are regularly updated.
• You’ll need to carry out market research looking at our competitors, identifying opportunities to improve the look and feel of our help centres.
• You will need to understand and contribute to our divisional strategy by creating content that empowers our customers to self-serve/ self-help or promotes our digital channels where appropriate.
• Your writing and creative skills will be used to support the creation of documentation and communications to support change initiatives for both the division and wider business.

Who you are: 

• A minimum of 3 years’ experience within similar contact centre support or delivery functions
• Understand processes, risks, impacts in a customer service environment and their impact on the customer experience  
• Ability to build strong relationships across an organisation at all levels     
• Communicates with impact and clarity, both verbally and in writing
• Flexible, adaptable, and resilient
• Experience of drafting business level documents
• High level of attention to detail and accuracy
• Competent user of applications including Microsoft Office, internet, and email

Your Benefits: 

• Competitive bonus scheme – we reward you when we succeed
• Company pension scheme which we’ll match up to 5% and if you put in 6% we’ll contribute 8%.
• Life Assurance
• You’ll receive 24 days plus bank holidays. Your holiday entitlement increases with length of service and you’ll have the option to purchase an extra 10 days per year.
• Amazing colleague discount scheme across all our brands
• And loads more! For more info  https://www.nbrowncareers.co.uk/why-join/your-benefits

Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check. Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group.