In association with

Customer Journey Specialist , Crawley, Sussex

Role: Customer Journey Specialist 
Location: Crawley, Sussex

Reports To: Quality Monitoring & Complaints Manager

Working Relationships: 

  • Department Managers
  • Operational Development MI & Planning
  • Business Solutions
  • Proposition Managers
  • Marketing and Research
  • Digital

Main Purpose:
The customer is at the heart of everything we do, and as part of our company strategy, we are continually look for ways to improve and enhance the customer experience in our rapidly expanding business. We are passionate about making our customers’ experience fully aligned with our brand values of ‘Creating Simplicity’, ‘Keeping Promises’ and Showing ‘Compassion’.

You will be responsible for managing and maintaining a 360 degree view of our customer journeys for each of our customer groups, including members, employers and business partners (which incorporates a wide eco-system such as advisers, EBCs, the payroll community etc.). Your role will be to drive improvements to customer satisfaction through the maintenance of the ‘as-is’ journeys framework, inputting into the delivery of our customer strategy, and influencing change to improve our customer experience across all touchpoints throughout the customer journeys.

Key Responsibilities:

  • Lead the collation and maintenance of a customer journey reporting framework, capturing all the current business activities, processes, MI and feedback at each stage in the customer journey.
  • Use the framework to generate high-level, visual heat maps that identify pain-points and bottlenecks in the customer journeys.
  • Present outputs at key business meetings to champion continuous improvements to the customer journey and provide clarity on the potential impact of planned changes to products and services.
  • Work collaboratively - notably with colleagues in Operations, Digital, Marketing and Research - to identify the most appropriate sources for the reporting framework, ensuring they are accurate, complete and up-to-date
  • Work collaboratively with the Business Solutions team to produce customer journey maps of our key processes
  • Build a network of reporting processes to centralise our customers’ feedback
  • Become the established point of contact for all business stakeholders looking to reference key documents and MI relating to customer experience. Be an ambassador for the customer experience for operations, seeking improvements to the department’s current ways of working

Job Holder Specification:

Formal Education:

  • GCSE or equivalent 


  • Working in an analytical role within a Customer Experience or Operations function
  • Previous experience of creating, managing and interrogating MI 
  • Excellent working knowledge of Microsoft Office – particularly Excel, PowerPoint and Visio
  • Documenting and analysing complex information from multiple sources
  • Proven experience of collaborating with a wide range of business stakeholders Excellent organisational, analytical, interpersonal, problem solving and numeracy skills
  • Active at seeking views and opinions from the business
  • Experience of customer journey mapping (desirable)


  • First class diplomacy, communication and presentation skills
  • Excellent verbal and written communication skills with good attention to detail, superb influencing and problem solving skills
  • Pro-active, ‘can-do’ behaviour and attitude
  • Strong attention to detail; analytical and technical mind-set
  • Ability to meet deadlines within tight timelines
  • A minimum of two qualifications with PMI, CII, Lean six sigma or Prince2/Agile or equivalent (to be achieved within probation)

Proven ability to:

  • Champion ‘best-of-breed’ Customer Experience across the organisation, seeking opportunities to increase customer satisfaction across all audiences
  • Document and keep updated key business documents and data sources
  • Interact and explain goals with all stakeholders, 
  • Gain co-operation and buy in from colleagues
  • Generates enthusiasm among colleagues
  • Serve as a role model within the business for customer experience
  • Bring to life the VOC in operation departments


  • Previous experience gained in a Financial Services environment, specifically within the Pensions or Automatic Enrolment market

Find out more and apply



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