Customer Experience Consultant needed at Badger Holdings Ltd

Key Responsibilities

• Customer Journey Mapping: Analyse and map key journeys (e.g., sales, policy changes, claims, cancellations) to identify friction points and opportunities for improvement.
• Voice of Customer (VoC) Analysis: Review and combine feedback from NPS, complaints, call recordings, and customer surveys to generate actionable insights.
• CX Improvement Initiatives: Identify and document at least 5 issues per month that affect customer experience and work with relevant teams to address and close them out. Track recurring issues.
• Complaints & NPS Reporting: Conduct monthly analysis of NPS detractors and complaints data, identifying trends and proposing improvements. Provide commentary on changes month-on-month.
• Customer Communication & Scripting: Audit and refine all customer-facing scripts, documents, and communications to ensure clarity, empathy, compliance, and alignment with TCF principles.
• TCF & Audit Participation: Conduct regular TCF audits (minimum 5 per month) and report findings to the TCF committee, highlighting severity and business impact.
• Cross-Functional Collaboration: Work closely with Products, Sales, Service, Marketing, Claims, Softsure, and Legal teams to advocate for customer-centric changes and ensure alignment with CX goals.
• Documentation & Compliance: Support the review and improvement of SOPs, onboarding processes, and policy documentation to ensure regulatory compliance and customer clarity.

Day-to-Day Activities

• Reviewing customer feedback and complaint reports.
• Meeting with internal teams to discuss process or communication improvements.
• Mapping specific customer journeys using visual tools or templates.
• Drafting or updating customer-facing scripts and documents.
• Preparing and presenting NPS and TCF audit findings.
• Logging and tracking monthly issues and their resolution statuses.
• Participating in product or operational workshops to inject customer perspectives.

Ideal Candidate

We’re looking for someone who:

• Thinks like a customer, acts like a problem-solver.
• Is a natural collaborator and strong communicator.
• Can analyse data and translate it into meaningful actions.
• Cares deeply about fairness, clarity, and consistency.
• Thrives in a fast-paced, cross-functional environment.
• Is proactive, emotionally intelligent, and detail-oriented.

Requirements

Qualifications & Experience

Required:

• 3-Year Qualification in Industrial Psychology/ Psychology/Law/Marketing, or a related.
• Strong communication and interpersonal skills.
• Experience in analysing feedback (NPS/complaints) and journey mapping.
• High level of emotional intelligence and customer orientation.

Advantageous:

• Formal CX-related certification.
• Experience in insurance, financial services, or other regulated environments.
• Exposure to TCF, scripting, and customer communication standards.
• Familiarity with AI or digital journey analysis tools.
• 3-5 years’ experience in related field.