Job Description Summary
Customer Journey Analyst
Permanent
Location: Edinburgh (We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time)
Salary: A competitive salary with effect 01 April 2025 starting from £39,120 - £49,000 depending on the experience you can bring
Closing date: Friday 14th March
We're Aegon. We're a company of ambitious, positive problem-solvers who get things done. We're a team, not a group of individuals. Collaboration is our life force and we believe it's our duty to leave things better than we find them.
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 in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.
Are you passionate about understanding customer needs and improving their experience? Do you have a keen eye for data-driven insights that can enhance customer journeys? If so, we have the perfect opportunity for you!
As our 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. You’ll 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.
Responsibilities will include but are not limited to:
1. Leading the mapping and analysis of all in-scope journeys in line with the plan.
2. Creating the assets used to showcase the journeys and key metrics, providing recommendations to improve the approach after each journey has been analysed.
3. Using 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.
4. Developing the mapping and analysis methodology, iterating where appropriate after each journey has been analysed.
5. Overseeing and supporting the implementation of fixes and improvements to journeys.
We’d love to hear from you if you have:
1. Excellent understanding of customer experience analysis.
2. Strong analytical skills with the ability to interpret data and translate it into actionable insights.
3. Knowledge of customer journey mapping techniques and tools e.g. Miro, Adobe Illustrator, Figma etc.
4. Excellent communication skills with the ability to engage stakeholders at all levels.
5. A problem-solving mindset and a passion for continuous improvement.
6. Hands-on experience in a customer service or customer operations environment, with a strong understanding of customer needs and operational challenges.
7. Experience in facilitating workshops with a variety of stakeholders.
8. 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.
What’s in it for you?
1. A non-contributory pension between 8%-12%
2. A discretionary bonus, depending on personal and company performance
3. 36 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.
If you are passionate about understanding customer needs and improving their experience, we’d love to hear from you!
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.
#J-18808-Ljbffr