We are currently recruiting methodical, organised individuals with proven experience in designing and implementing experiences for a customer or prospect across touch points to work as a CX Digital Executive to play a vital role in improving our client's customer experience. It is an amazing opportunity to work for one of the world's biggest insurance companies, serving over 100 million customers worldwide.

Your role will translate strategy into action by clarifying goals, assessing risk and impact, and developing new customer journeys. The role is cross functional and requires excellent communication and project management skills as well as a keen eye for detail and strong analytical skills.

Responsibilities:

• Tracking customer experiences across online and offline channels, devices, and touch-points
• Interpreting and undertaking analysis of data to extract useful information that can be acted upon to improve the customer experience
• Collaborate with IT Developers, as well as the product marketing, and sales teams to enhance customer services and brand awareness
• Aligning customer needs and taking proactive steps to maintain positive experiences
• Identifying and presenting commercial cases for improvements to customer experience
• Gathering requirements and implementation of journey changes through change management process
• Analysing customer feedback on their touch-point experiences, as well as preparing reports
• Performing A/B journey tests, evaluating results, and facilitating improvements
• Documenting processes and logging technical issues, as well as customer compliments and complaints
• Keeping informed of industry trends and new CRM technologies

Required Experience

• E2E Customer experience and journey manager with extensive experience of improving customer journeys
• Knowledge in gathering and interpreting customer experience information
• Knowledge of insurance products is highly desirable
• Proven experience in Google Analytics
• Highly analytical with an ability to interpret both qualitative and quantitative data and present a clear story with actions to all knowledge levels
• Superb communication, collaboration, and problem solving skills. With the ability and confidence to liaise at all levels
• Excellent work ethos, self starter with strong organisational skills, ability to show flexibility and initiative
• Ability to work in a fast paced environment
• Experience of using Google Analytics and interrogating data and journeys to drive key hypothesis and A/B testing methodology
• Passionate about customers and driving great outcomes
• Experience of working Agile and delivering results

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