Customer Journey Lead

TN United Kingdom; London; On-site; GBP 65,000 - 80,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen erfahrenen Strategen, der die Kundenreise optimiert und innovative Ansätze zur Verbesserung der Kundenerfahrung entwickelt. In dieser Rolle werden Sie eng mit verschiedenen Teams zusammenarbeiten, um strategische Ziele zu setzen und Marktanalysen durchzuführen. Sie werden die Möglichkeit haben, einen bedeutenden Einfluss auf die Kundeninteraktion zu nehmen und Best Practices in der gesamten Organisation zu etablieren. Diese spannende Position bietet nicht nur ein wettbewerbsfähiges Gehalt, sondern auch zahlreiche Vorteile, die Ihr Wohlbefinden und Ihre berufliche Entwicklung unterstützen.

Benefits

Generöse Altersvorsorge

29 Tage Urlaub plus Feiertage

Bis zu 40% Rabatt auf Produkte

Kostenlose Aviva-Aktien

Flexible Arbeitsbedingungen

Umfassende Wohlfühlunterstützung

3 bezahlte Freiwilligentage

Qualifications

• Erfahrung in der Kundenreise-Analyse und strategischen Planung.
• Fähigkeit, Markt- und Wettbewerbsanalysen durchzuführen.

Responsibilities

• Leitung der strategischen Elemente des Kundenreise-Teams.
• Zusammenarbeit mit Stakeholdern zur Verbesserung der Kundenerfahrung.

Skills

Kundenreise-Mapping

Marktanalyse

Kommunikationsfähigkeiten

Präsentationsfähigkeiten

Erfahrung in Matrixorganisationen

Job description

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Are you a seasoned professional with a strategic mindset and a flair for creativity and innovation? Do you excel at enhancing customer journeys and have a keen eye for market and competitor analysis? If so, we have an exceptional opportunity for you!

A bit about the job:

In this role, you'll lead the strategic elements of our customer journey team, focusing on mapping and identifying opportunities to enhance customer experience and engagement. You will set ambitious goals for our journeys, conduct market and best practice reviews, and collaborate closely with stakeholders across Digital, Data, Marketing, and Business Units to understand their strategies and analyze their impact. You'll work with other strategy teams, such as Customer Strategy, to integrate customer journey insights and strategic thinking. Additionally, you'll work with teams in our GI and IWR businesses to establish and embed customer journey best practices across Aviva, manage a central backlog, track changes, and monitor impact.

Skills and experience we’re looking for:

• Strong knowledge of customer journey mapping
• Expertise in conducting comprehensive reviews of market and competitor best practices and trends
• Experience working successfully in a matrix organization
• Outstanding communication and presentation skills

What you’ll get for this role:

Our purpose — "with you today, for a better tomorrow" — is a promise we make to our colleagues. We invest in you because we believe in your potential. Here’s what we offer:

• Starting salary circa £65,000 nationally / £80,000 London (depending on location, skills, experience, and qualifications)
• Bonus opportunity — 12% of annual salary, dependent on performance and company results
• Generous pension scheme — up to 14% company contribution based on your contributions
• 29 days holidays plus bank holidays; option to buy or sell up to 5 days
• Up to 40% discount on Aviva products and other retailer discounts
• Up to £1,200 of free Aviva shares annually via our Matching Share Plan and share in Aviva’s success through our Save As You Earn scheme
• Supportive policies including parental and carers’ leave
• Flexible benefits, including sustainability options like cycle-to-work
• Opportunity to make a difference through our Aviva Communities with 3 paid volunteering days
• Comprehensive wellbeing support and tools

Learn more by using our salary calculator to see your potential total Aviva Reward.

Aviva is for everyone:

We’re inclusive and welcome applications from all backgrounds and experiences. Not sure you meet every requirement? We encourage you to apply anyway. We support flexible working arrangements, including part-time and job share options, to suit our customers, business, and colleagues. Our team practices smart working, spending about 50% of their time in the office, balancing flexibility with collaboration.