Technical Developer/Support Specialist providing technical and developer support for Niagara based hardware and software solutions. Experienced in troubleshooting automation software and assisting developers.
About the role
- Customer Experience Lead advocating for better customer journeys in NHS admin. Analyzing feedback and mapping workflows for improvement in healthcare services.
Responsibilities
- Analyse data such as customer feedback, complaints and work items and present findings of themes, trends, and improvement opportunities.
- Complete Customer Journey Deep Dives identifying the route causes of customer pain points and presenting how these can be prevented.
- Support with the delivery of Actions and Improvements identified in the Customer 360 resolution workshops.
- Support workshops (e.g., Customer 360 resolution workshops) to drive service improvements.
- Identify repetitive tasks that can be automated.
- Provide customer journey knowledge to support Agentic AI and other technology programmes throughout all phases from discovery to development and implementation.
- Review and support with the creation of customer facing resources via the PCSE website including guides, FAQ’s, knowledge articles, customer communication templates and videos to improve customer outcomes.
- Support PCSE Learning and Development team with development of material from a customer experience perspective.
Requirements
- Strong ability to analyse complex data gaps and identify root causes.
- Skilled in articulating problem statements and driving resolution.
- Proven experience managing escalations with high-profile stakeholders (e.g., BMA, ICBs, NHSE).
- Ability to build trust and maintain professional relationships under pressure.
- Collaborative approach, with experience working across functions and with stakeholders at all levels.
- Ability to manage multiple priorities and deliver results to deadlines.
- Skilled in reviewing feedback and implementing service improvements.
- Experience in service improvement, process analysis, or continuous improvement roles within a complex organisation.
- Experience with process mapping and customer journey mapping.
- Commitment to improving customer journeys and satisfaction.
- Six Sigma or similar frameworks for process optimisation – Desirable.
- Familiarity with managing large-scale improvement projects – Desirable.
- Worked in a Pensions Service Environment - Desirable.
Benefits
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- Paid day out of the office for volunteering
- Auto-enrolment to company pension
- Life assurance
- Cycle2work scheme
- 15 weeks’ fully paid maternity, adoption and shared parental leave
- 2 weeks’ paternity pay
- Voluntary benefits designed to suit your lifestyle
- Access to Employee Network Groups
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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