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CLFIS (UK) Limited

Customer Insight Journey Lead

Canada Life Limited
Potters Bar, United Kingdom
Posted 5 days ago Permanent Competitive
Customer Insight Journey Lead
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

To develop our customer insight capabilities across Canada Life, helping internal colleagues understand our customer journeys and to identify actions that will improve the customer and adviser experience.

What You'll Do
  • To support our customer feedback tool programme across Canada Life, ensuring we are monitoring key customer touchpoints across products, operational processes are being adhered to and governance maintained
  • To conduct regular root cause analysis on customer feedback, identifying key areas to improve the customer experience and develop our closed loop feedback & improvement and governance framework
  • To produce regular MI and insight reports on customer feedback from multiple sources with the use of Excel and PowerPoint to provide accurate and timely management information to key stakeholders
  • To assist the business with the production of key customer journey maps, ensuring they accurately reflect the customer experience and are kept up to date
  • To assist the Customer Experience Manager with key customer focused initiatives across the business including regulatory improvements such as Vulnerable Customers and Consumer Duty
  • To be the voice of the customer across Canada Life, providing expertise and guidance to colleagues across the business and championing an internal culture of putting the customer at the heart of everything we do
Who You Are
  • Passionate about driving change from customer insights and acting as the 'voice of the customer' across the business
  • In-depth knowledge of a customer insight and experience environment in a financial services organisation.
  • Proven and credible experience of leading customer insight and improvement programmes, with project management experience desirable
  • Excellent numeracy and a robust understanding of statistical analysis. Able to design and deliver relevant and meaningful surveys and summarise findings in a professional manner relevant for a senior audience. Capable of identifying the root cause of problems leading to customer dissatisfaction and conveying actionable insights
  • Delivery focused, with high energy and drive
  • Strong influencing and impact skills - ability to deliver through others at all levels of the business
  • Excellent interpersonal and presentation skills, including the ability to communicate effectively across all levels of the business and with customers. Can communicate with impact and engage teams in gaining a deeper customer experience understanding. Can present to and get buy-in from senior leaders.
  • Experience in building customer journeys and using them to drive change
  • Ability to operate in a fast paced, dynamic environment and able to work under pressure, managing multiple change projects
  • Strong excel skills (analytics and data visualisation) and PPT presentation skills
  • Use of dashboard software, customer journey mapping software, Salesforce, Power BI advantageous
Qualifications
  • Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Maths) or equivalent - essential
  • Degree (2:2 or above) - Mathematics/Statistics/Business - or a degree that evidences numerate capabilities - desired
What you'll like about working here

As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You'll also receive the support you need with your personal and professional development.

Diversity and inclusion

Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences

Job ID  853037601
ABOUT COMPANY
Borehamwood, United Kingdom
1500 Employees Insurance
About Canada Life UK We’re market leaders and proud of the work we do. We provide retirement, investment and protection solutions to 3.5 million cus...
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