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.

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.

Customer Experience Lead

Key skills