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- Tasks: Map and enhance customer journeys using data analysis and feedback.
- Company: Join The AA, the UK's leading motoring organisation with over 100 years of service.
- Benefits: Enjoy hybrid working, free breakdown membership, 25 days leave, and diverse learning opportunities.
- Why this job: Be a key player in optimising customer experiences and driving impactful changes.
- Qualifications: Experience as an Analyst with a focus on customer data; strong analytical and communication skills required.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
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Location: Oldbury (hybrid working 1-2 office days per week)
Employment Type: Permanent, full time
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
- 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.
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Customer Journey Analyst employer: The AA
Contact Detail:
The AA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Analyst
✨Tip Number 1
Familiarise yourself with customer journey mapping tools like Miro and Visio. Being able to demonstrate your proficiency in these tools during the interview will show that you're ready to hit the ground running.
✨Tip Number 2
Prepare examples of how you've previously identified and implemented improvements in customer journeys. This will highlight your analytical skills and customer-centric approach, which are crucial for this role.
✨Tip Number 3
Research The AA's current customer journey processes and think critically about potential areas for improvement. Bringing fresh ideas to the table can set you apart from other candidates.
✨Tip Number 4
Practice your communication skills, especially in explaining complex data insights clearly. As a Customer Journey Analyst, you'll need to convey your findings effectively to various stakeholders.
We think you need these skills to ace Customer Journey Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as an Analyst, particularly focusing on customer data and experiences. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your analytical skills. Mention specific tools like Miro and Excel that you are proficient in, and how they relate to the role of Customer Journey Analyst.
Showcase Your Project Leadership: If you have experience leading projects, even small-scale ones, be sure to include this in your application. Highlight any successful outcomes or improvements you achieved through your leadership.
Prepare for Potential Assessments: Be ready to discuss your analytical skills and problem-solving abilities in detail. You may be asked to provide examples of how you've improved customer journeys in previous roles, so think of specific instances to share.
How to prepare for a job interview at The AA
✨Understand the Customer Journey
Familiarise yourself with the concept of customer journey mapping. Be prepared to discuss how you would analyse and enhance customer experiences, using examples from your past roles.
✨Showcase Your Analytical Skills
Highlight your experience with data analysis tools and techniques. Be ready to explain how you've used data to drive insights and improvements in previous positions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss specific scenarios where you've identified friction points in customer journeys and how you addressed them.
✨Demonstrate Strong Communication Skills
As a Customer Journey Analyst, you'll need to communicate complex ideas clearly. Practice articulating your thoughts on customer journey enhancements and be ready to engage in discussions with various stakeholders.
