Overview
Insurance Industry
Hybrid (1-3 time travel required per month)
This role leads the understanding, mapping and improvement of end-to-end customer journeys across UK Retail. Working within a change and PMO environment, the position ensures customer experience is embedded into projects, operational delivery and proposition development.
Customer Journey Mapping
* Lead end-to-end customer journey mapping across retail segments
* Identify friction points, risks and improvement opportunities
* Maintain clear current and future-state journey views
Insight & Improvement
* Analyse customer data, complaints, service performance and MI
* Translate insight into practical CX improvement actions
* Track impact of improvements using agreed measures
Change & Project Integration
* Embed customer experience into project design and delivery
* Assess impact of change on customer journeys
* Support prioritisation based on customer impact
Collaboration & Governance
* Work closely with proposition, operations and data teams
* Support compliance with Consumer Duty expectations
* Contribute to governance forums relating to customer outcomes
Candidate Requirements
Essential
* Experience in customer experience, journey mapping, CX/UX or service design
* Strong understanding of customer journeys within insurance or financial services
* Ability to run workshops and translate insight into actionable improvements
* Strong stakeholder management and influencing skills
* Experience working within a change or delivery environment
Desirable
* PMO or change delivery experience
* Operational excellence or process improvement exposure
* Knowledge of Consumer Duty frameworks
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