Job Description
Insurance Industry
Hybrid (1-3 time travel required per month)
This role leads the understanding, mapping and improvement of end-to-end customer journeys across UK Retail. Working within a change and PMO environment, the position ensures customer experience is embedded into projects, operational delivery and proposition development.
Customer Journey Mapping
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Lead end-to-end customer journey mapping across retail segments
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Identify friction points, risks and improvement opportunities
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Maintain clear current and future-state journey views
Insight & Improvement
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Analyse customer data, complaints, service performance and MI
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Translate insight into practical CX improvement actions
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Track impact of improvements using agreed measures
Change & Project Integration
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Embed customer experience into project design and delivery
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Assess impact of change on customer journeys
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Support prioritisation based on customer impact
Collaboration & Governance
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Work closely with proposition, operations and data teams
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Support compliance with Consumer Duty expectations
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Contribute to governance forums relating to customer outcomes
Candidate Requirements
Essential:
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Experience in customer experience, journey mapping, CX/UX or service design
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Strong understanding of customer journeys within insurance or financial services
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Ability to run workshops and translate insight into actionable improvements
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Strong stakeholder management and influencing skills
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Experience working within a change or delivery environment
Desirable:
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PMO or change delivery experience
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Operational excellence or process improvement exposure
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Knowledge of Consumer Duty frameworks
