Customer Journey Manager

TN United Kingdom; London; On-site; GBP 50,000 - 65,000; Full time

Job summary

An established industry player is seeking a Customer Experience Analyst to enhance customer journeys through strategic improvements. In this dynamic role, you'll work closely with various departments to map customer journeys and implement best practices. Your analytical skills will be crucial in generating insights that drive customer satisfaction. The company offers a competitive salary, generous benefits, and a supportive work environment that values flexibility and inclusivity. If you're passionate about improving customer experiences and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

Generous pension scheme

29 days holiday plus bank holidays

Discounts on products

Free shares annually

Flexible benefits

Paid volunteering days

Wellbeing support

Qualifications

• Strong knowledge of customer journey mapping.
• Experience managing multiple stakeholders and analyzing data.

Responsibilities

• Identify and enhance customer experience improvements through mapping.
• Collaborate with departments to establish best practices and track changes.

Skills

Customer Journey Mapping

Stakeholder Management

Backlog Management

Data Analysis

Communication Skills

Presentation Skills

Job description

Job Title: Customer Experience Analyst

Are you someone with a strategic mindset who loves being creative and innovative? Do you have a passion for improving customer journeys and enjoy conducting market and competitor reviews? If so, we have the perfect role for you!

About the role:

You will identify and enhance customer experience improvements through customer journey mapping and work on strategic projects that improve our One Aviva journeys. You will collaborate with other departments to establish and embed customer journey best practices, manage a central backlog, track changes, and monitor their impact. The role involves engaging with stakeholders across Aviva to prioritize customer experience enhancements.

In this role, you'll work with Customer Journey Leads to map journeys, review best practices, compile insights for analysis and storytelling at governance forums, and collaborate with team members to manage a backlog and track changes.

Skills and experience:

• Strong knowledge of customer journey mapping
• Experience managing multiple stakeholders
• Understanding of backlog management
• Ability to analyze data and generate actionable insights
• Excellent communication and presentation skills

What we offer:

• Starting salary circa £50,000 (National) / £65,000 (London), depending on skills and experience
• Bonus opportunity up to 10% of annual salary, based on performance
• Generous pension scheme - Aviva contributes up to 14%
• 29 days holiday plus bank holidays, with options to buy or sell up to 5 days
• Discounts on Aviva products and other retailers, up to 40%
• Up to £1,200 of free Aviva shares annually through our Share Plan and Save As You Earn schemes
• Supportive policies including parental and carer’s leave
• Flexible benefits, including sustainability options like cycle to work
• Paid volunteering days and participation in our Aviva Communities
• Wellbeing support and resources

Learn more and calculate your potential total reward using our calculator.

Our inclusive approach:

We welcome applications from all backgrounds and experiences. Even if you don’t meet every requirement, we encourage you to apply. We support flexible working arrangements, including part-time and job share options, and adapt locations and hours to suit our teams and customers.