What does the team do?
"We map the customer journey to find out how our customers interact with Skipton and the feelings and emotions they experience throughout each step. It allows us to identify improvements in the customer journey.
"We work with many other teams at Skipton. For example, the Mortgage and Savings change team, which looks for the best ways to put the customers first when making improvements to systems.
"It’s essential to understand that all customers are different and the steps within a customer journey are different too - customers don’t necessarily take them in the same order. Once we understand all the steps, we can research each journey and look for ways to make it better."
What do you enjoy most about your roles?
"We enjoy being the voice of the customer and bringing people together to iron out problem areas and help shape improved journeys for the future."