Customer Experience Project Lead Up to £75,000 per annum, dependent on experience FTC Until End of March 2026 London Hybrid We are looking for a Customer Experience Project Lead to join Saga’s Insurance business at a pivotal point in our transformation journey. Following Saga’s recent announcement of a 20 year affinity partnership (Home & Motor) with Ageas in early 2026, you will be responsible for ensuring that the transition from the current Saga operating model to the Ageas partnership model is done seamlessly, mitigating any detrimental impact and looking for opportunities to improve the experience for our customers The role of the Customer Experience (CX) Lead will be to operate effectively across multiple programme workstreams to ensure that the customer experience is fundamental to decision-making and planning activities. The lead will collaborate closely with our partner Ageas, who will be jointly responsible for the customer post-transition experience. In this role, you will use customer insights, data, and design thinking methodologies to craft experiences that drive customer satisfaction, loyalty, and business growth across functions. An understanding of the Insurance industry and overall lifecycle would be extremely beneficial. We offer flexibility over where you work – you choose a place where you feel most comfortable and productive, either from home or in one of our hubs. As our Customer Experience Design Lead, you will be required to attend our London office once or twice a week. Package Description Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. BENEFITS AVAILABLE TO ALL COLLEAGUES: Our working week is 35 hours per week, these can be worked flexibly to suit your working style 25 days holiday bank holidays Option to purchase additional leave up to 5 extra days Pension scheme matched up to 10% Life assurance policy on joining us Wellbeing programme Colleague discounts including family discounts on cruises and holidays Range of reductions and offers from leading retailers, travel groups and entertainment companies Enhanced maternity and paternity leave Grandparents leave Company performance related annual bonus - Up to 5% Income protection Access to Saga Academy, our bespoke learning platform Main Responsibilities As our Customer Experience Project Lead you will be responsible for mapping and optimising end-to-end customer journeys across digital and physical channels, to identify friction points and opportunities for improvement throughout the transition period. Other responsibilities will include: Collaborating across multiple teams and keeping different stakeholders engaged on how CX is being embedded and considered throughout the programme activity, inputting into design decisions where necessary and bringing experience and insights into how negative CX can impact programme delivery. Take a lead role in creating cohesive and seamless CX across all touchpoints and functions e.g. Digital, Marketing, Service, Technology, Product and across functions our partner organisations. Lead or facilitate design thinking workshops, journey mapping sessions, and ideation sprints. Use qualitative and quantitative customer data (surveys, interviews, analytics) to identify pain points, needs, and opportunities. Develop and maintain customer personas, journey maps, service blueprints, and experience prototypes. Collaborate with cross-functional teams (UX, product, marketing, customer support, etc.) to ensure experience improvements are aligned with business goals. Monitor and analyse customer satisfaction metrics such as NPS, CSAT, and CES. Advocate for the customer by promoting empathy and human-centred design throughout the organisation. Stay informed on industry trends, customer behaviour, and new technologies to inform innovative CX strategies The Ideal Candidate As our Customer Experience Project Lead you will have a strong understanding of customer journey mapping, service blueprinting, and design thinking. You will need to have experience within a large-scale customer operation, ideally from the Insurance industry, but we consider applicants from other regulated areas. You will also be able to demonstrate the following skills and experiences; Strong understanding of call centre operations, customer support workflows, and service metrics. Ability to work across functions, collaborating to create cohesive end-to-end customer experiences Proficiency in design thinking, journey mapping, and customer experience and sentiment research and analysis. Exceptional communication and collaboration skills with both technical and non-technical stakeholders and colleagues. Ability to analyse customer feedback, support data, and operational performance to identify ways to drive improvements. Empathy-driven mindset with a strong focus on service quality and customer satisfaction. Experience working within a programme structure that is delivering to challenging and aggressive timelines. Familiarity with CX platforms (e.g., Medallia, Qualtrics, Zendesk). Certification in CX, Service Design, or Design Thinking (e.g., Nielsen Norman Group, IDEO U, CXPA). About The Company Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine. We aim to be the largest and most-trusted brand for older people in the UK. Our focus on delivering exceptional experiences empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose. We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment. Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work. We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga. For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner. LI-VL1