Customer Experience Analyst

4 weeks ago


Basingstoke, Hampshire, United Kingdom The AA Full time
Customer Journey Analyst

At The AA, we're committed to delivering exceptional customer experiences. As a Customer Journey Analyst, you'll play a vital role in mapping, analysing, and enhancing our customer journeys to drive continuous improvement.

Key Responsibilities
  • Lead the mapping and enhancement of critical customer journeys, incorporating customer and business perspectives to foster journey improvements.
  • Deliver data-driven insights to refine customer journeys and identify areas for optimisation.
  • Advocate for continuous improvement opportunities within customer journeys and facilitate workshops to uncover and address friction points.
  • Oversee the central repository for The AA's processes, procedures, and customer journeys, ensuring regular governance reviews and updates.
  • Collaborate with leadership and teams to maintain essential documentation and support the Senior Service Development Manager in charting a continuous improvement roadmap for customer journey mapping.
Requirements
  • Experience: Prior role as an Analyst, ideally with a focus on customer data or experiences.
  • Customer Focus: A customer-centric approach is essential.
  • Project Leadership: Experience leading small-scale projects is beneficial.
  • 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
  • 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.

We're 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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