Customer Journey Analyst

Company description

Location: Basingstoke (hybrid working 1-2 office days per week)

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus

Thought The AA only provide roadside assistance? Think again.

For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, 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. As we continue to expand, diversify, and modernise, joining us as a Customer Journey Analyst , you’ll play a key part to our success and join us on this exciting motoring journey.

#LI-THEAA #LI-Hybrid

This is the job

As a Customer Journey Analyst at The AA, you will play a crucial role in professionally mapping, analysing, and enhancing our customer journeys. Utilising a range of analytical tools, including customer journey mapping and data analysis, as well as customer feedback, you will adopt a comprehensive approach to scrutinise our customer journeys from start to finish. Your goal will be to pinpoint areas ripe for improvement.

In this capacity, you will become the go-to authority in translating intricate technical journeys into clear, compelling insights. These insights will be instrumental in driving changes that improve the customer journey experience. Your expertise will not only illuminate the path to optimization but also inspire impactful changes that resonate with our customers.

What will I be doing?

• 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.
• Collaborate with leadership and teams across the board to maintain essential documentation and support the Senior Service Development Manager in charting a continuous improvement roadmap for customer journey mapping.

What do I 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.

…but more about you!

• Passionate about customer service and future trends.
• Analytical and proactive in problem-solving.
• Collaborative, adaptable, and thrives in a motivated team environment.
• Self-motivated with the ability to work independently under pressure.

Additional Information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA, you will join and learn within a team that’s as driven as they are supportive and have access to 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

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. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

#LI-HH