Customer Experience Strategist

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 critical customer journeys to identify opportunities for improvement
  • Deliver data-driven insights to inform the refinement of customer journeys
  • Identify and advocate for continuous improvement opportunities within customer journeys
  • Facilitate customer journey workshops to uncover and address friction points
  • Oversee the central repository for The AA's processes, procedures, and customer journeys
Requirements
  • Experience in a similar role, ideally with a focus on customer data or experiences
  • Customer-centric approach and excellent communication skills
  • Project leadership experience and technical proficiency in tools such as Miro and Visio
  • Exceptional analytical skills and attention to detail
What We Offer

As a valued member of The AA, you will join a team that is driven, supportive, and committed to excellence. 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
About You

We are looking for a passionate and analytical individual who is committed to delivering exceptional customer experiences. If you have a customer-centric approach, excellent communication skills, and a passion for problem-solving, we encourage you to apply.

#LI-THEAA #LI-Hybrid



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