Customer Experience/journey Owner

4 days ago


London, United Kingdom ARC Full time

**Job Title/Location**: Customer Experience/Journey Owner, UK/WFH
- **Salary**: £negotiable, average bonus 19% (c.£13,000) + pension to 13% (£9,000)
- **WFH**: Role can be worked from anywhere in the UK with just the occasional meeting in Surrey
- **Requirements**: Experience in customer journey mapping is the No.1 priority followed by previous exposure to customer life-cycles, segmentation and the ability to influence change
- **Role Snapshot**: Perform customer journey mapping, work out the 'pain’ points, areas of opportunity, influence change and start to segment around 5,000 customers

**Lots of room for growth within this role, as proven by previous jobholder - role is open due to an internal move. A standalone role that you can develop and have real influence on senior management.**

**The Company/Dept**: This company has built a great reputation for developing people within the Financial Services sector and they are going through a sustained period of expansion including developing new strains of business. This role iswithin our clients Adviser Experience Dept, the team being responsible for designing and enabling a market-leading experience for IFA’s who place business with the company and in turn the clients of those IFA’s.

**The Role**:In this role you will take on responsibility for developing, building and owning their Adviser and Advised Client 'artefacts’, namely client environments, their life-cycles, the associated client journey’s, segmentation, profilesand persona's, in order to drive Adviser and Advised Client centric thinking, services and change across the business. Key responsibilities include:

- Own and develop client Life-cycles and Environments to ensure a consolidated and comprehensive understanding of Adviser expectations across the business
- To fully reflect the business now and in the future, you will establish and maintain an Adviser and Advised Client life-cycle 'business case’ view (e.g. articulation of revenue generating journey’s, high cost to serve journey’s, new opportunities etc)
- Own and develop segmentation models in order to tailor a relevant product and service offering to particular groups of Advisers
- Be the co-ordination point bringing different functions together to map these journeys
- Influence other functions (Marketing, Digital, Operations, Customer Services), to ensure they understand their impact on the Adviser experience
- Challenge and coach the different functions to embed a market-leading and consistent experience.

**Experience/Skills Required**: Our client is looking for a strategic thinker with solid customer journey mapping experience and ideally someone who has been heavily involved in customer life-cycles and segmentation. A background in influencingchange is also important.

**Additional Information**:The salary is negotiable with an average bonus of 19% (c.£13,000) and the pension contribution from our client up to 13% (£9,000). Genuine prospects for a long-term career within an expanding business known for developingpeople. Excellent benefits package and work environment with the ability to WFH the vast majority of the time, with just the occasional meeting in Surrey.

**_The Customer Experience/Journey Owner _**_**position is one of a number of vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 25 years of experiencein this field. Areas of expertise include IFA Administration, compliance, customer services, pensions admin/technical roles, mortgage administration, paraplanners, marketing, underwriters and IT related roles. Check the website and feel free to call DarrenSnell at any time.**_


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