Customer Experience Analyst

AXA UK; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in insurance is seeking a Customer Experience Analyst to enhance customer journeys, manage compliance frameworks, and collaborate on data insights. The ideal candidate will be proactive and organized, with experience in FCA requirements and customer experience improvement. This role offers the chance to make a real impact on customer satisfaction and will work closely with various business departments.

Qualifications

• Strong knowledge of FCA conduct and customer requirements.
• Experience in improving customer experience.
• Working knowledge of the insurance sector.

Responsibilities

• Manage customer segmentation and enhance journeys.
• Oversee communications testing framework for compliance.
• Deliver insights through data analysis and collaboration.

Skills

Multi-tasking

Organizational skills

Effective communication

Proactive attitude

Collaboration

Education

Minimum A level standard

University degree (or similar)

Job description

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Role Summary and Purpose

The candidate will work as part of a team, managing and overseeing the firm’s conduct risk exposures. The role will have a strong focus on co-ordinating and completing first line product reviews for new and existing products; including analysis of conduct MI, review of policy documentation and completion of conduct risk assessments.

The team works across Arch’s company market and Lloyd’s platforms. The candidate will therefore work closely with a number of departments across the business, including underwriting, claims, delegated authorities, complaints and operations.

A key focus of the role is to ensure compliance with both Lloyd’s and FCA conduct requirements, safeguard the customer journey and ensure Arch’s products offer value to our customers at all times.

As the Customer Experience Analyst, you will be responsible for the following key areas:

Customer Segmentation and Journey Enhancement

• Collaborate with business stakeholders to identify and document customer segments and their respective journeys.
• Analyse customer journeys to identify pain points and areas for improvement.
• Recommend changes to enhance customer outcomes and overall satisfaction.

Communications Testing Framework Management

• Oversee the communications testing framework to ensure effective and compliant customer communications.
• Collaborate with third parties responsible for testing high-risk communications to ensure accuracy and regulatory compliance.
• Work with the peer review panel to test medium-risk communications, providing valuable insights for improvements.
• Partner with the business to identify areas requiring remediation in communications and processes.
• Provide support and guidance to implement necessary changes to ensure customer-centric communications.

Data and Insights Collaboration

• Collaborate with the wider team to understand data requirements and deliver valuable customer insights through data analysis.
• Proactively monitor customer outcomes, identify risks, and feed back to the wider business on lessons learned.

Skills / Competencies

• Ability to multi-task and be highly organised.
• Strong track record of working collaboratively to deliver successful outcomes.
• Ability to communicate effectively at all levels.
• A proactive and self-motivated individual with a passion for delivering positive customer outcomes.

Qualifications

• Minimum A level standard preferred
• University degree (or similar) desirable

Experience

• Working knowledge of FCA conduct/customer requirements
• Working knowledge of improving customer experience
• Experience in insurance
• Experience in the Lloyd’s market preferable but not essential
• Prior experience with communications testing and customer experience environments preferable

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

14100 ARCH UK ACCOUNT SET - TO BE USED FOR Q1 PAYROLL ONLY - Arch Europe Insurance Services Ltd