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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Accountable for defining client experience standards and journeys: Define “good”, “better” or “best” client experiences across all client touchpoints (e.g. onboarding, communications, reporting etc.)
- Develop best‑in‑class client touchpoints for those prioritized, working closely with project and business teams.
- Bring knowledge of best‑in‑class client experiences.
- Shape programs of work by translating these insights into clear, actionable requirements that delivery teams can execute upon (i.e. close the gap between strategy and delivery).
- Define measures of success.
- Assess the current state of JHI’s client experience by identifying gaps, pain points and areas of differentiation.
- Design, run and analyse bi‑annual client surveys, ensuring insights are clearly articulated and actionable by stakeholders.
- Annual assessment of client touchpoints against “good”, “better” or “best” crite...