Time left to apply: End Date: November 22, 2024 (11 days left to apply)
Job Requisition ID: R20056902
Job Description Summary
Job Description
Customer Journey Analyst
1 year Fixed-Term Contract
Location: Edinburgh (typically 2 days in the office per week, 3 from home)
Salary: A competitive salary from £38,320 - £57,480, depending on the experience you can bring
We’re Aegon - a company of ambitious, collaborative, problem-solvers who get things done. We strive to make sure everyone that works for us feels seen, heard, and valued – so we’re looking for like-minded people to join us. We have three behaviours that are central to how we operate as a team and a business: we step up, we tune in, and we’re a force for good.
We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive to create a diverse organisation that plays a meaningful role in driving greater equity, inclusion, and belonging.
As Customer Journey Analyst, you will work with the Customer Experience and Journey Manager and the wider business in the creation of customer journey maps for our key customer journeys; and carry out ad hoc analysis on existing customer journeys to identify and provide insight into potential improvement opportunities. You will be expected to conduct detailed analysis of operational and voice of the customer data, lead the facilitation of stakeholder workshops, and conduct customer validation exercises to create holistic customer journey schematics and associated improvement recommendations.
The role will also oversee and support the implementation of fixes or improvements to journeys and work with the Customer Experience and Journey Manager to ensure we maintain good oversight and understanding of priorities, gaps, and issues within the customer journey mapping program. This role works with a supportive wider CX & Insight team with access to customer feedback, testing, behavioural insight, and research to support customer journey activity. Giving you the opportunity to engage with various stakeholders to drive improvements across the organisation.
Key Responsibilities:
* Lead the mapping and analysis of all in-scope journeys in line with the plan.
* Create the assets used to showcase the journeys and key metrics, providing recommendations to improve the approach after each journey has been analysed, to allow Marketing to continually improve its capability in this area.
* Use insight from the journey analysis to develop and propose high quality improvement recommendations to various leadership teams and journey owners within Aegon, including Marketing, Operations, and Distribution.
* Develop the mapping and analysis methodology, iterating where appropriate after each journey has been analysed to allow Marketing to continually improve its capability in this area.
* Oversee and support the implementation of fixes and improvements to journeys.
* Stakeholder engagement across the organisation to help increase the awareness and understanding of the customer journeys.
We’d love to hear from you if you have:
* A passion for Customer Experience with excellent understanding of customer experience analysis.
* A good understanding of Consumer Duty and how it impacts marketing strategy, processes, and the customer experience.
* Some customer journey mapping or similar experience.
* Strong attention to detail with excellent communication skills, both written and verbal.
* Strong independent and creative thinking. You’ll consider yourself an idea generator with an inquisitive mindset and be open to change in a fast-paced environment.
* Experience in facilitating workshops with a wide variety of stakeholders.
* Proficiency in Microsoft Office, particularly Excel.
* Excellent knowledge of key customer journey mapping tools e.g. Miro, Adobe Illustrator, Figma, etc.
* Process improvement experience, particularly in operations is desirable.
What’s in it for you?
* A non-contributory pension between 8%-12%.
* A discretionary bonus, depending on personal and company performance.
* 34 days leave per year (including bank holidays, pro-rated for part-time).
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave, and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant, and online GP appointments.
The legal bits
We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.
Equal Opportunity Employer:
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation, or gender identity.
About Us
We’re driven by our commitment to helping the UK get ready for retirement. As part of this, we’re constantly developing new ways to simplify, improve, and revolutionise how we help individuals, employers, advisers, our communities, and the environment. That means we need the right kind of people on our team.
We’re a company of around 2,000 innovators and thinkers who put our energy into helping customers. You can see this in our culture where we ask everyone to be brave, raise their game, deliver first time, help others, and act in everyone’s best interests. If you recognise yourself in this, we’d love to hear from you.
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