Customer Experience and Journey Manager

Job Description

Aegon is an international provider of life insurance, pensions, and asset management. With over £607 billion assets under management, we have businesses in over 25 countries around the world and around two million customers in the UK. At Aegon its our missionto help the UK achieve a lifetime of financial security. Weve led the way in innovation that can make peoples financial assets work smarter as well as harder. From online technology that gives one-stop access to a universe of investment opportunity - toretirement products that make wealth planning simple, easy, and fulfilling - were dedicated to getting people closer to their financial goals every day.Distribution and Marketing delivers Aegons commercial outcomes through promotion of the brand, products, and services. The Marketing function drives the innovation, development, and delivery of our propositions to our adviser, employer, and customer audiences.The Marketing department is split across different locations in the UK, so travel may be required.Summary of role:The purpose of this role is to lead a new team of journey analysts in the Marketing function to develop a detailed understanding of our key customer journeys through customer journey mapping, leveraging the expertise of colleagues from across the businessas well as engaging with customers, advisers and employers.The Customer Experience and Journey Manager will ensure that analysis from journey mapping is used to drive insight on performance and customer satisfaction as well as identifying opportunities to remove failure demand and ways to enhance the customer experience.This role will serve as a passionate advocate for the journey universe and the powerful insight that this will give Aegon. The expectation is that this knowledge will be shared to help create a customer centric culture by encouraging the use of the journeysas a starting point for future improvement activity.Key Tasks:

• Lead, manage and develop the Customer Experience and Journey Mapping team, ensuring the team is supported in line with our people objectives and HR policies.
• Responsible for the mapping and analysis of all in-scope journeys in line with the plan, ensuring progress is reported through governance.
• Lead the development of the mapping and analysis methodology, iterating where appropriate after each journey has been analysed to allow Marketing to continually improve its capability in this area.
• Lead the development of the assets used to showcase the journeys and key metrics, iterating where appropriate after each journey has been analysed to allow Marketing to continually improve its capability in this area.
• Use insight from the journey analysis to drive recommendations for actions to improve and table these through appropriate governance.
• Lead the development and implementation of the governance framework and appropriate controls around the journey universe.
• Stakeholder engagement across the organisation, collaborating with other programmes and initiatives where the journey mapping work aligns, driving the cultural change in the organisation, supporting Aegon to become more customer centric through awarenessand understanding of the journey universe.
• Ensuring risk management and control frameworks are embedded within the Customer Experience and Journey Mapping team - PDP, PLM etc. Risk reviews/audits supported with positive outcomes and any actions resolved in a timely fashion.

Skills & Knowledge:

• Strong attention to detail with excellent communication skills (written and verbal), demonstrable at all levels
• Strong creative thinking, idea generator
• Confidence to constructively challenge requirements and creative proposals
• Excellent planning and forward-thinking skills
• Ability to stay focused on objectives when under pressure
• Ability to evaluate complex problems and use judgement to recommend and deliver innovative and creative solutions
• Analytical
• Capacity to influence a diverse range of stakeholders
• Experience of using customer journey technology, e.g. Miro, Smaply, Adobe Illustrator
• Excellent understanding of customer experience analysis and management
• Strong understanding of TCF and how it impacts Aegon marketing strategy, processes, and the customer experience
• Good understanding of the regulatory framework in UK financial services
• Good understanding of the key financial dynamics and drivers of Aegon UKs business

Experience:

• Relevant experience in customer experience management
• Proven experience in developing engaging customer journey maps
• Voice of the customer/customer satisfaction analysis
• Strong experience of working within a fast-paced team with stretching deliverables
• Leading and inspiring teams

The COVID-19 pandemic has meant that we have had to limit access to our offices. The majority of our colleagues are currently working remotely from home. Once it is safe to do so we look forward to welcoming everyone back and collaborating in new and excitingways. This would include you, should your application be successful. So, it is important that you live within a commutable distance to our office as we plan to have a hybrid model in the future - with colleagues splitting their time between office and homeworking.Please submit your application by the closing date of Tuesday 9th November.SalaryCompetitive salary dependent on experience from £49,120 to £61,400.BenefitsIn return, we can offer you career development and a range of financial services benefits including:

• Non-contributory Pension between 8% and 12% dependent on age
• Flexible benefits including private health care, income protection and life assurance with additional voluntary benefits available