Customer Experience Consultant

London

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $6.2bn and employing approx. 22,000 people worldwide.

CACI Ltd is an international data and technology consultancy with £154m turnover and 1200 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software. 

CACI's Consumer & Market Intelligence and Experience & Transformation groups provide data, software and consulting services to improve our clients’ sales and marketing programmes.

We help clients find, retain and grow profitable customers through our understanding of consumer characteristics and behaviour. And we help commercial property developers and retailers plan retail provision in the UK and overseas.

C&MI and E&T Groups help clients shape the vision, define the strategy and deliver a truly integrated customer experience. Our services are based on in-depth understanding of individual consumer behaviour and marketing technology which influence the way consumers buy products and services through a combination of data, technology and consultancy.

Experience and Transformation - Core Business Activities

The Experience and Transformation arm of CACI leads the way in customer management by helping clients acquire, develop and retain customers through effective customer strategy planning, optimising marketing campaigns and customer insight. Our work is underpinned by high quality consumer and market data and leading-edge technology. Our core business activities are detailed below:

· Strategy & consulting

· Consumer data

· Analytics and insight

· UX and UI design

· Creative innovation in communications

· Marketing systems design, build and integration

· Provision of hosted customer management services

· Multi-channel campaign execution

How We Work

CACI’s policy is to recruit, develop and retain the very best staff and empower them to provide outstandingly high-quality work for our clients. We operate in a fast-moving marketplace and believe certain fundamental values set CACI people apart.

· We believe in best quality service and delivering outstanding value to our clients

· We take pride in our work and in being flexible, innovative, resourceful and distinctive

· We ensure that anyone we deal with (client, supplier or colleague) is treated with courtesy and respect

· We take responsibility for our actions and always act with honesty and integrity

What you’ll be doing

About the job:

We are looking for an enthusiastic experience strategic consultant to drive the growth of CACI Customer Experience Strategy services. Reporting to a Principal Consultant within the team, you will help shape our offering, and ensure we offer best-in-class, customer-first strategies that focus on client performance, driving excellence in delivery and execution. Our Customer Experience team helps clients reach their performance targets by offering a full range of services – from channel optimisation to strategic planning and business transformation. Expertise in areas such as CRM, Customer experience and campaign planning allow us to have broad, impactful conversations that paint a clear roadmap for change.

You must have strong omni-channel strategy experience, a solid understanding of data-driven customer marketing, and be adept at influencing senior stakeholders. The successful candidate will have a positive can-do attitude, be an inspiring and driven leader, confident and articulate with clients, and keen to make their mark.

Within our team you will have the opportunity to work on several household brands including PlayStation, Easyjet, William Hill, News UK, B&Q and more.

The main requirements of the role are as follows:

Responsibilities:

· Work on delivering best in class customer strategy and planning services to our client base

· Work with the client services teams to grow existing client accounts

· Future-proof our services by developing propositions that meet client needs and provide growth areas for the business

· Stay abreast of industry innovations and trends; ensuring the teams are well informed of relevant advances, and clients are provided with innovative digital ideas that add value to their business

Minimum skills and experience:

· 5+ years of relevant industry experience

· Ability to interrogate a client brief, understand the strategic challenge and define an appropriate response

· Demonstrable ability to critically evaluate and consider alternative strategic approaches and bring a considered point of view

· Knowledge and experience of building customer journeys and contact strategies for omnichannel execution

· Ability to extract insights from customer and behavioural data to inform marketing strategy

· Experienced in delivering projects and retained work to a consistently high standard

· Experienced in building relationships with senior clients, and leading strategic discussions

· Ability to influence effectively cross-functionally

· Ability to work on multiple projects simultaneously in a dynamic environment

· An understanding of campaign execution technology, with working experience of at least one marketing cloud platform

· A good level of data literacy (in both communications/ performance and in understanding user and customer behaviour across channels)

Preferred skills and experience:

· Solid sector experience that could include work across retail, financial services, betting and gaming and travel (or wider industries)

· Experience creating or improving operational processes across teams

· Able to work on new business opportunity responses

· Experience in working with clients to build and develop longer term customer strategy – creating a roadmap of initiatives that can be worked through incrementally over time

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Successful candidates must have the right to work in the UK.

Senior Travel Claims Handler

CARDIFF (hybrid working)

Permanent, full time

Rostella is based in the heart of Cardiff and provides quality car insurance services to car insurance provider Hedgehog in the UK, and more recently travel insurance services to 1Cover in Australia. This means we provide a range of functions including customer service, claims handling, underwriting, pricing and other car insurance related functions. We're a data-driven, agile company where everyone is expected to come up with ideas and help implement them to continually improve what we do and how we do it. Our aim is to create and maintain an industry-leading customer experience.

The key focus of a Senior Travel Claims Handler is to provide a high level of claims management service to customers travelling domestically or overseas. Investigating, assessing and settling travel insurance claims, ensuring a prompt and fair resolution, whilst maintaining a hybrid working model. As a senior you will work closely with the team leader, offering operational and technical support to the claims function and business needs.

Rostella provides services to both Hedgehog and 1Cover with both companies looking to grow their businesses. We have an exciting opportunity for a Senior Travel Claims Handler to join us and directly influence our customer experience in claims. You will proactively manage an allocation of travel insurance claims from the initial report to closure alongside providing feedback, assisting with Audits and Monthly reporting.

While the office is based in Cardiff, we currently have a hybrid working model in place, working 2/3 days in the office and the other days working remotely.

Key responsibilities include:

• Reviewing and processing complex travel insurance claims and complaints, ensuring accuracy and adherence to policy terms, and industry regulations. 
• Proactively addressing any team training needs and encourage continuous learning
• Carrying out quality checks and providing positive and constructive feedback
• Support the Claims Team Leader with day to day departmental activity
• A role model and champion for identifying and implementing process change opportunities
• Contribute positively to team meetings and “one to one” performance / development discussions
• Pro-active case load management
• Negotiating settlement of claims and processing payments within agreed threshold limits
• Actively seek and provide input that may lead to improved operational processes within the claims area
• Ensure quality, service standards and productivity levels are maintained to a high standard and in line with the company’s expectations
• Be conversant with the business’ compliance procedures and risks to ensure compliance with all regulatory and legislative requirements

Your skillset and experience:

• At least 12 months experience working in a travel insurance claims environment (Essential)
• Effectively able to coach and develop others
• Strong communicator with an ability to build relationships with customers, third parties and suppliers
• Self-motivated & able to work within a team framework
• Ability to meet daily and weekly deadlines
• Providing exceptional service to our customers

What can we do for you?

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

• Salary from £27,000 – depending on experience
• Annual salary reviews
• 33 days annual leave (25 days + 8 bank holidays) increasing to 34 days with length of service
• Option to buy or sell up to 5 days holiday per year
• A great central Cardiff working location with opportunities for hybrid working
• A constantly evolving approach to work. We understand the benefits of homeworking, and we also love working with our colleagues in the office.
• Nest Pension scheme
• Refer a friend scheme
• Discounted Gym Membership
• Cycle to Work scheme
• Dedicated Employee Assistance Programme
• Technology Discounts
• Optional Healthcare Cash Plan
• Optional Denplan Dental Insurance
• We supply equipment, so that our employees can work comfortably from home and in the office
• We encourage and support our staff in professional training and qualifications, allowing our employees to take control of their own careers
• Group social events (optional)

Kocho Waverley House 7-12 Noel Street London W1F 8GQ

0208 371 6450 Info@kocho.co.uk

We are Kocho

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.

Our head office is in the heart of London and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right. We also have offices in Cardiff, Wales and Cape Town, South Africa

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This mindset aligns with our company values as we understand that we are Better Together.

Here is the role:

The Programme Manager will be responsible for leading cross-functional teams in the planning, execution, and delivery of large programmes of work with Kocho clients. The role involves effective collaboration with stakeholders, aligning programmes with client and Kocho strategy, managing programme timelines and interdependencies together with the Project Managers and delivery teams working on the projects that make up the programmes, ensuring successful programme outcomes.

This is what we need from you:

• Lead the planning, execution, and successful delivery of large-scale multi-project programmes.
• Develop and maintain programme plans and roadmaps timelines and interdependencies.
• Ensure alignment of programme objectives with organisational strategy.
• Build and lead a high-performing programme team, fostering a collaborative and inclusive culture..
• Serve as the primary point of contact for internal and external programme stakeholders. Build and maintain strong relationships with clients and key stakeholders.
• Communicate programme progress, risks and milestones, effectively.
• Manage resources and budgets to optimise programme performance.
• Identify and mitigate programme risks effectively.
• Collaborate with other departments to resolve any delivery issues and ensure resource availability and support.
• Ensure quality standards and best practices are upheld across all projects.
• Continuously review and refine programme and project management processes to enhance efficiencies and effectiveness.
• Programme level reporting including gathering, analysing and disseminating information about the progress, status and performance of the programme.
• Financial management of the programme including planning, organisation, directing and controlling the financials of the programme.

You’re great at:

• Inspiring and motivating programme teams
• Stakeholder management and relationship building
• Meeting deadlines and keeping programmes on schedule
• Developing creative solutions to challenges
• Conflict Resolution
• Developing risk mitigation strategies
• Monitoring costs and ensuring adherence to programme and project budgets
• Making informed decisions
• Ensuring programme outcomes meet customer expectations
• A form of PM/PgM certification is essential (PRINCE2, Agile, PMP)
• Prioritising strategically ordered tasks and initiatives to maximise value and achieve objectives

Would be great if you have:

• Proven experience in successfully managing and delivering complex programmes of technical work, preferably in a Managed Service / Solution Provider environment.
• Excellent leadership, communication, and interpersonal skills.
• Proficient in programme management tools and methodologies.
• Experience in Identity Management/Cloud Transformation/IT Security Programme delivery.
• Highly proficient in project management tools Microsoft project, Smartsheet, Jira, DevOps etc.

And this is what we offer in return:

• A collaborative and inclusive work environment.
• Opportunities for professional growth and development.
• Flexible working arrangements.
• Competitive salary and benefits package.
• The chance to work with cutting-edge technologies and industry leaders.