Senior Associate Stakeholder Experience

Job Description

The Stakeholder Experience team, sits within the wider PRI Operations team and creates a holistic view of the signatory through understanding signatories, their jobs to be done, roles, and needs and how they engage with key touchpoints; maps and analyses the signatory journey; and collates, analyses and disseminates signatory feedback and other data to identify areas for improvement and to drive change that enhances the overall signatory experience.

The role will be part of the Stakeholder Experience team, and reports to the Manager, Stakeholder Experience with focus on improving the signatory experience by gathering signatory insights, analysing data, mining information across key signatory touchpoints and channels and translating it into actionable information.

This role will also support delivery of our signatory journey mapping, and improvements to signatory and stakeholder business processes to enhance the signatory experience. Another core component will be ensuring we have the data and reporting to measure our signatory experience, through preparing and analysing dashboard reports, working internally and externally to ensure that we are recording and actioning external feedback and satisfaction and other key measures across the organisation, and that relevant processes are aligned across teams.

This role will require strong project management, cross-functional collaboration, and exposure to customer experience and/or customer support.

Core Responsibilities

• Gather and analyze signatory insights.
• Mine information across key touchpoints and channels.
• Translate data into actionable insights.
• Support the delivery of signatory journey mapping.
• Improve signatory and stakeholder business processes.
  Additionally, you will ensure we have the necessary data and reporting to measure the signatory experience. This includes:
• Preparing and analyzing dashboard reports.
• Working with internal and external teams to record and act on feedback and satisfaction metrics.
• Ensuring processes are aligned across teams to capture key measures effectively.
• Provide regular reporting to the Manager, Stakeholder Experience, Director of Stakeholder Services, the Sr Director Marketing & Signatory Experience and Chief Operating Officer as required.

Person Specification

• Experience in customer experience or customer support, including understanding customer journeys, and leveraging data to make good decisions
• IT/Digital skills - Microsoft Office, CRM (Salesforce), Power BI or similar data visualization tool
• Excellent written communication and verbal presentation skills
• A collaborative and consultative approach to working with others
• Demonstrates a growth mindset, being curious, demonstrating patience and perseverance, actively pursuing continuous professional and personal development
• Excellent networking, relationship management and interpersonal skills and experience of building strong and productive relationships
• Experience in delivering complex projects successfully, including directing others that may not be your direct reports
• Digital marketing exposure is a nice-to-have
• Language skills, other than English, are a plus

We particularly welcome candidates from under-represented groups, including Black, Asian, and other People of Colour, those with visible or non-visible disabilities, LGBTQ+ candidates and those who are neurodivergent.

The PRI is committed to offering flexibility to our employees, both formal (e.g. part-time work) and informal (e.g. a shift in hours to accommodate caring responsibilities). Please talk to us about how we could make this role flexible for you.

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

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