Member journey specialist

The role would be responsible for building omnichannel platforms and proactive member communication and contact to enhance service, access to information and advice for clients and members in line with the Member Experience strategy and deliver on defined ‘moments of truth’.

Member segmentation and enhance the member experience Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and brand values. Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions and engagements. Collect, track and analyse member feedback, track service levels and performance data and liaise with internal teams to identify opportunities for improvement and ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged. Raise red flags whe...