Customer Experience Strategist
2 months ago
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 SummaryWe 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
- 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
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
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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