Customer Journey Executive

5 months ago

Bournemouth, United Kingdom LV= General Insurance Full time

**Who we are**:
We are not your average insurance company; in fact, we strive to be different. You will not find strict dress codes, jargon-filled documents, or unrealistic targets here. What you will find is a welcoming culture, a clear vision and teams of passionate people doing their best for our customers.

LV= GI is a large, multi-award-winning general insurance company, with nearly 7 million customers and aspirations for future growth. Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.

**Role Description**:
LV=GI have an exciting new opportunity for a Customer Journey Executive to join our Performance Marketing team.

The Customer Journey Executive Understands our customers is at the heart of LV=’s values and success.

You will be responsible for delivering best in class insights, analysis, data and measurement that positively impacts on the customer journey and in turn business performance.

You will be curious and passionate about the customer and the digital experience and able to articulate this to the rest of the business. You’ll be working closely with our Product Managers and Design teams to improve our customer journeys across all of our digital products. You will be working to further understand user behaviour, working within the Customer Journey team and user researchers to help us define our Product strategies.

Your Focus:

- Deliver reporting, analysis and insights into customer journeys and behaviours from a wide range of behavioural website data sources to feed into a programme of optimisation.
- Effective organisation and facilitation of meetings with internal stakeholders and external solutions to understand and manage the progress, prioritisation and performance of campaigns and journeys.
- Generate insight into customer journeys and behaviours using creative problem solving skills and advanced techniques, linking all touchpoints in an omnichannel customer lifecycle
- Distribution and co-ordination of the sign off of campaigns with Compliance, Marketing, Development and E-commerce to make sure that proposed campaigns meet agreed standards.
- Proactively research the latest digital trends and competitor activity to ensure LV= are well positioned to seize opportunities that could create a competitor advantage
- Take ownership and the initiative for highlighting opportunities to improve the customer journey and pursue those opportunities through the experimentation programme to implementation, measuring the impact and outcome.
- Challenge the strategy for content across all dimensions in light of consumer, regulation and competitor activity.
- Actively participate in projects and strategic initiatives to ensure delivery of the GI digital and marketing roadmap.
- Perform regular competitor analysis and benchmarking that accurately evaluates the performance and efficiency of our websites, marketing and products.
- Contribute to the maintenance of good working relationships with internal customers and external suppliers to ensure that business objectives and annual Digital plans are delivered.

**Our Ways of Working**:
The role will be based at LVGI Bournemouth, Frizzell House, Bournemouth BH1 2NF.

Our office with flex model means that you will have the opportunity to work from home as well as the office. As a hybrid worker you will be in the office between 2 and 16 days per month depending on individual and business need.

We are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

**About you**:
To be successful for the role you will be passionate about digital experience and have knowledge of digital tools, technology and solutions with experience using Adobe Analytics or GA4.

You will have excellent written or verbal communication skills with the ability to explain complex or technical information in a simple way and when required the ability to Influence, negotiation.

You will be able manage relationships with stakeholders and external customers driving process improvements.

You will have flexibility to work in a pressurised and constantly changing environment while delivering digital journeys to support marketing campaigns

You will be comfortable with PC skills: Word, Excel, PowerPoint, All major browsers, web image editor, outlook express.

**What we can offer you**:
Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from
- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider LV=GI Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s n

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