Location: Oldbury (Hybrid – 3 Days A Week Office Based) #LI-Hybrid
Employment Type: Full time / Permanent
Business Area/Function: Customer Operations / Operational Excellence
Application Closing Date: Tuesday 15th April 2025
Thought The AA only provides roadside assistance? Think again.
For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as our Customer Journey Development Lead, you’ll play a key part to our success and join us on this exciting motoring journey.
This is the job
Join our team as a Customer Journey Development Lead, where you'll design, implement, and optimise key business journeys to enhance customer satisfaction and loyalty. Collaborate with cross-functional teams to understand customer needs, develop initiatives that drive engagement, and provide insights to leadership teams.
You will act as the bridge between issues or opportunities and the delivery of a world-class customer experience, balancing business efficiency. We seek someone with a passion for customer service and a practical understanding of converting ideas into tangible transformations for frontline and development teams.
What will I be doing?
* Champion Customer Journeys: Optimise every touchpoint to ensure a seamless customer experience. Collaborate with Service Designers to shape the ideal customer and colleague experience using insights.
* Process Development: Develop and maintain business processes to uphold ISO Quality accreditation. Align with Risk and Conduct teams on schedules.
* Process Improvement: Manage and prioritise Process Improvement Requests, challenging and developing processes for the long term.
* Continuous Improvement: Drive the Continuous Improvement plan, ensuring changes are delivered to expectations. Cost and track workarounds with agreed ownership.
* Collaborative Optimisation: Work with Customer Outcome testing, and Customer Experience teams to optimise resources using NPS data for validation.
* Market Scanning: Identify best practices and competitive threats in the external market to enhance our roadmap planning.
What do I need?
Capability, Knowledge and Experience:
* Ability to present and influence at the most senior levels within the organisation.
* Experience of developing and optimising product and customer journeys.
* Proven track record of leading cross-functional project teams within a matrix structure.
* Ability to enhance user experience and customer-facing propositions through various research methodologies.
* Demonstrable consumer-led thinking and propose initiatives based on customer understanding.
Additional information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* 25 days annual leave plus bank holidays + holiday buying scheme
* Worksave pension scheme with up to 7% employer contribution
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends
* Discounts on AA products including car and home insurance
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
* Company funded life assurance
* Diverse learning and development opportunities to support you to progress in your career
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
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