Customer Experience Optimisation Specialist

6 days ago


Basingstoke, Hampshire, United Kingdom The AA Full time
Enhance Customer Journeys with The AA

We are seeking a skilled Customer Experience Optimisation Specialist to join our team at The AA, driving improvements in customer journeys from start to finish.

About the Role

This exciting opportunity will see you spearhead the analysis and enhancement of critical customer journeys, utilising a range of analytical tools and techniques. Your goal will be to pinpoint areas ripe for improvement and develop data-driven insights to inform journey optimisation.

You will become the go-to authority in translating intricate technical journeys into clear, compelling insights, driving changes that improve the customer experience. Your expertise will inspire impactful changes that resonate with our customers.

Key Responsibilities
  • Spearhead the mapping and enhancement of 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.
What You'll Need
  • 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.
Becoming Part of Our Team

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.

Benefits
  • 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.


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