Job Title:  Customer Journey Analyst

Contract Type:  Permanent

Location:  Alderley Edge

Working style: Hybrid 50% home/office based

Closing date:  7th March 2024

We are looking for a Customer Journey Analyst to join the Business Readiness team supporting change delivery into the operational teams. As a Customer Journey Analyst, you will ensure continuity of customer and colleague experience across Group Customer Services function, ensuring change is adopted with confidence and improves operation controls. Working in close conjunction with operational subject matter expertise and proposition teams, the Journey Analyst understands the baseline position of the customer journey and works with SMEs to map, understand and agree the key changes to the journeys. Holding accountability for the achievement of the right customer and colleague outcomes, the Customer Journey Analyst plays an important role in the delivery of an excellent customer experience and will be required to liaise with a wide array of stakeholders to achieve this.

About the role

• Manage a mixture of high profile, high risk and/or fast paced customer journey changes.
• Engage with impacted GCS teams to input their expertise.
• Proactively identify and champion opportunities to improve / simplify customer journey.
• Ensure all customer journeys are supportable and sustainable protecting the customer experience.
• Drive lessons learnt activity post-delivery to evolve the Readiness processes to meet the changing needs of our business and customers.
• Understand the wider business context of the solution / service being delivered in order to influence innovative operational solutions.
• Lead and drive planning and delivery meetings with the wider business to support creation of Business Readiness plans

About you

• Previous experience in an analytical or change role in a customer services or operational support function.
• Ability to translate complex issues and information into simple, key messages and deliver them in a variety of communication styles.
• Knowledge of Royal London’s products and services.
• Knowledge of Royal London’s support systems (e.g. claims processes, reporting and service management).
• Hold strong planning, organisation and administration skills.
• Possess excellent communication and engagement skills.
• Ability to self-manage, organise and prioritise workload.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  

Inclusion, diversity and belonging 

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.