Customer Experience Analyst

4 weeks 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 highly skilled Customer Journey Analyst to play a key role in mapping, analysing, and enhancing our customer journeys. As a Customer Journey Analyst, you will utilise a range of analytical tools, including customer journey mapping and data analysis, as well as customer feedback, to adopt a comprehensive approach to scrutinise our customer journeys from start to finish.

Key Responsibilities
  • Map and enhance critical customer journeys, analysing from both customer and business viewpoints to foster journey improvements.
  • Deliver data-driven insights for 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, leading a cross-functional effort towards journey optimisation.
  • Oversee the central repository for The AA's processes, procedures, and customer journeys, ensuring regular governance reviews and updates.
Requirements
  • Experience: Prior role as an Analyst, ideally with a focus on customer data or experiences.
  • Customer Focus: A customer-centric approach is crucial.
  • Project Leadership: Experience leading small-scale projects is a plus.
  • Technical Proficiency: Familiarity with Miro, Visio/Process Navigator, and advanced Excel skills.
  • Analytical Skills: Exceptional attention to detail and problem-solving abilities.
  • Communication: Excellent written and verbal communication skills, with strong stakeholder management.
What We Offer

We offer a range of benefits, including:

  • Free AA breakdown membership from day one, 50% discount for family and friends in the first year plus discounts on other AA products
  • 25 days annual leave plus bank holidays + the option to buy additional annual leave
  • Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
  • Pension scheme available up to 7% contribution
  • Exclusive EV discount scheme
  • Diverse learning and development opportunities to support you to progress in your career
  • Access to employee inclusivity networks
  • Dental and Critical Illness Insurance cover accessible for all AA colleagues
About Us

We are an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong.



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