The bank for a changing world

We are looking for

Customer Insight Specialist - Advert expires 2nd June

Apply REF: BIR62505105

About us

Owned by BNP Paribas, one of the world’s top performing banks, we are a global and UK leading player within the vehicle leasing industry. The growth that we’ve achieved in recent years and the number of major industry awards that we’ve won are testament to our innovative products, strong service ethics and most of all, the commitment and skill of our teams. Together, we’re the wheels behind business. Because leasing vehicles is about so much more than just getting from A to B. Joining us, your passion and skill will help make every journey a great one, and we’ll help you steer your career from strength to strength.

About the role

This is a brand new role that sits within our recently formed Customer Experience Team whose vision is to rewire our business so we truly focus on our customers and so deliver the service they want and in the way they want it. The way it should be.

In this exciting role you will be responsible for taking ownership of the huge amount of customer interaction insight data, analysing and interpreting this in a timely way and then making recommendations up to Director Level that will help us as a business as we look to improve our offering to customer.

Whilst a large amount of your time will be spent with your head in the data and detail, you will also be active and highly visible throughout the business speaking to internal customers as you strive for change and improved awareness, following through on what the data has told you as well as external customers who you will supporting.

In this role you will truly be the voice of the customer and we will be relying on you to ensure we follow-though on our promises and continue to understand the value of the ‘customer’.   

Pay zone B1


About you

We are looking for someone who has a variety of skills in order to be successful in this role. A rare breed of animal!

Using your experience from previous roles in taking care of customers, on the one hand you will be extremely happy with your head in the data, utilising your Advanced Excel skills to their max and working your magic, creating formulas, dashboards and the like and then coming up with meaningful and clever recommendations. A real Excel whizz with added geekiness! Experience of managing both complaints & customer experience insight data would be terrific. The icing on the cake!

On the other hand you will also have the natural ability to easily build meaningful relationships and so get to the root of a problem quickly, whilst delighting the customer along the way and taking them on the journey. This isn’t always easy, so in addition you will need to possess the kudos and credibility to influence as well as the necessary political wizardry to negotiate your way through some challenging conversations.

In essence your communication skills will be awesome and you will be known not only for your naturally exuberant personality but your ability to work transversally across the business to deliver results.

As mentioned, we want someone who really understands the value of ‘customer’.

 

What’s in it for you?

Our employees are really important to us and being owned by a bank we all benefit from some excellent perks:

  • Private Healthcare
  • Life Assurance
  • Company Pension (the company will add in up to 10% into your pension pot every month)
  • 25 days holiday (plus bank holidays)
  • Competitive £28-35,000 basic salary
  • Annual Bonus up to £1,725
  • Volunteering Days
  • Charity Fundraising
  • Free Gym

We are a friendly bunch - more human than corporate and you will find our office environment welcoming. Here is a recent video we put together that shows life at Arval:-

If this opportunity sounds like the challenge you are looking for then we would love to hear from you. Apply today.

Primary Location: GB-ENG-SwindonJob Type: Standard / PermanentJob: CUSTOMER RELATIONSHIP MANAGEMENTEducation Level: Not indicatedSchedule: Full-time Behavioural competency: Ability to collaborate / Teamwork, Proactivity, Personal Impact / Ability to influence, Attention to detail / rigor, Organizational skills, Adaptability, Ability to deliver / Results driven, Active listening, Communication skills - oral & written, Client focused, Ability to share / pass on knowledge, Critical thinking, Ability to synthetize / simplify, Creativity & Innovation / Problem solving, Resilience, Decision MakingTransversal competency: Ability to understand, explain and support change, Analytical Ability, Ability to manage a project, Ability to develop and adapt a process , Ability to conduct a negotiation, Ability to inspire others & generate people's commitment, Ability to develop and leverage networks, Ability to set up relevant performance indicators, Ability to manage / facilitate a meeting, seminar, committee, training…, Ability to anticipate business / strategic evolution