Customer Experience Analyst

2 months ago

Basingstoke, Hampshire, United Kingdom The AA Full time
About The AA

The AA is a leading motoring organisation that has been evolving and adapting for over 100 years. We offer a range of excellent products and services to millions of customers, from roadside assistance to home and motor insurance, as well as providing the latest driving technologies.

Job Summary

We are seeking a skilled Customer Journey Analyst to play a crucial role in mapping, analysing, and enhancing our customer journeys. As a key member of our team, you will utilise analytical tools, customer feedback, and data analysis to identify areas for improvement and drive changes that enhance the customer experience.

Key Responsibilities
  • Map and analyse customer journeys to identify areas for improvement
  • Deliver data-driven insights to inform journey enhancements
  • Collaborate with cross-functional teams to implement changes and optimise customer journeys
  • Develop and maintain a central repository of customer journeys and processes
  • Provide expertise and guidance to stakeholders on customer journey mapping and analysis
Requirements
  • Experience in customer data analysis or customer experience roles
  • Strong analytical and problem-solving skills
  • Excellent communication and stakeholder management skills
  • Familiarity with analytical tools and techniques, such as customer journey mapping and data analysis
  • Ability to work independently and collaboratively as part of a team
What We Offer

We offer a range of benefits, including:

  • Free AA breakdown membership from day one
  • 25 days annual leave plus bank holidays
  • Dedicated Employee Assistance Programme and 24/7 remote GP service
  • Pension scheme available up to 7% contribution
  • Exclusive EV discount scheme
  • Diverse learning and development opportunities
  • Access to employee inclusivity networks
About Us

The AA values diversity and inclusivity, and we welcome applications from everyone. We are committed to creating a workplace where everyone feels valued, empowered, and able to be their best self.

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