Customer Experience & Root Cause Analyst
Current• Assess the customer experience accross operations for the full mortgage life cycle; from application & underwriting journey to collections life cycle from Early Arrears to Litigation and Repossession.• Root cause analysis of poor customer experience outcomes; assessing what went wrong, what can be done differently and any learnings.• Asses all cases from a customer experience perspective, identifying where policy or process may be contributing to complaints or driving negative… Show more • Assess the customer experience accross operations for the full mortgage life cycle; from application & underwriting journey to collections life cycle from Early Arrears to Litigation and Repossession.• Root cause analysis of poor customer experience outcomes; assessing what went wrong, what can be done differently and any learnings.• Asses all cases from a customer experience perspective, identifying where policy or process may be contributing to complaints or driving negative customer experiences.• Presentation of findings and recommendations to the Executive Committee and key stake holders across the business• Support operations through customer journeys to identify improvements, working with SMEs to develop and deliver best practice Show less
