Overview
Up to £52,000 dependent on experience
Customer Experience Design Analyst
Up to £52,000 per annum, dependent on experience
FTC Until End of March 2026
London Hybrid
We are looking for a Customer Experience Project Lead to join Saga’s Insurance business at a pivotal point in our transformation journey.
Following Saga’s recent announcement of a 20-year affinity partnership (Home & Motor) with Ageas in early 2026, you will be responsible for ensuring that the transition from the current Saga operating model to the Ageas partnership model is seamless, mitigating any detrimental impact and seeking opportunities to enhance the customer experience.
The role of the Customer Experience (CX) Design Analyst will involve working closely with various teams across the programme to facilitate workshops, document customer journeys based on real sentiment and behaviors, and ensure that every decision prioritizes our customers and delivers the Saga Experience.
A successful candidate will combine strong analytical thinking with a passion for human-centered design, understanding the transition period customers will experience, and ensuring a positive experience. You will clearly document customer journeys across multiple processes, engaging different teams to deliver excellent outcomes for our customers.
We offer flexible working arrangements—either from home or in our hubs—with attendance required at our London office once or twice a week.
Role Responsibilities
As our Customer Experience Design Analyst, you will facilitate and document outputs from workshops with internal stakeholders and our partner (Ageas), designing customer journey maps, experience flows, and service blueprints to visualize and improve the customer navigation during the transition period.
Additional responsibilities include:
* Collaborating across teams to embed CX considerations into programme activities and contributing to design decisions.
* Using business intelligence tools (Power BI, Tableau, Excel) to build and maintain CX dashboards and reports.
* Creating service design artifacts with tools like Miro, Lucidchart, or Figma to translate insights into actionable plans.
* Monitoring KPIs (FCR, AHT, escalation rate, resolution quality) to measure experience improvements.
* Analyzing customer service data (NPS, CSAT, recordings, logs, surveys) to identify friction points and sentiment trends.
* Mapping and evaluating customer journeys, identifying improvement areas, conducting root-cause analysis, and recommending scalable solutions.
* Championing the voice of the customer through data storytelling and CX workshops.
* Supporting VoC programs and customer experience audits.
* Optimizing all channels—phone, chat, email, digital—to improve resolution times and satisfaction.
* Documenting and improving standard service workflows and knowledge base content.
The Ideal Candidate
Candidates should have experience in customer service operations, experience design, business analysis, or related fields, preferably within a large-scale customer operation, ideally in the Insurance industry, but other regulated sectors are also considered.
Essential skills and experiences include:
* Familiarity with design thinking, journey mapping, or service design methodologies.
* Excellent communication skills—both written and verbal—with the ability to translate data into actionable insights.
* Experience leading CX workshops and meetings.
* High empathy and a people-first mindset, focused on designing real-world experiences.
* Certification in Business Analysis, CXPA, or Service Design, and/or 3+ years’ experience in customer experience service design and UX/UI analysis.
* Strong understanding of customer journey mapping, service blueprinting, and design thinking principles.
* Knowledge of CX/UX principles and tools like Figma, Adobe XD, Miro, Lucidchart.
* Experience designing workflows, scripts, knowledge bases, and digital self-service tools.
Package Description
We value our colleagues and offer a comprehensive benefits package, including:
* Flexible 35-hour work week.
* 25 days holiday plus bank holidays, with options to purchase additional days.
* Matched pension scheme up to 10%.
* Life assurance, wellbeing programs, colleague discounts, and more.
* Enhanced maternity/paternity leave, grandparents leave, and performance bonuses.
* Income protection and access to Saga Academy learning platform.
About the Company
For over 70 years, Saga has been the UK's leading provider of products and services for people over 50, including cruises, holidays, insurance, personal finance, and the Saga Magazine. We are committed to diversity, equality, and inclusion, and champion age inclusivity. We are an official Disability Confident employer and ensure an accessible recruitment process.
Saga does not accept unsolicited CVs from agencies.
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