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Customer Experience Analyst
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 Title: Customer Journey AnalystWe 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 a range of analytical tools, including customer journey mapping 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 improve the customer experience
- Develop and maintain a central repository of customer journeys and processes
- Provide analytical support to senior leadership and teams
- Experience in customer data analysis or customer experience roles
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Familiarity with Miro, Visio/Process Navigator, and advanced Excel skills
- 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
We are an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference it brings to our culture and 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.
