Job Description Summary

Job Description

Customer Journey Owner

Permanent

Full Time

Location: Edinburgh or Peterborough (typically 2 days in the office per week, three from home)

Salary: A competitive salary between £56,480 and £84,720 depending on the experience you can bring

Closing date for applications is 20th September 2024

At Aegon, we’re driven by our commitment to helping the UK get ready for retirement. As part of this, we’re constantly developing new ways to simplify, improve and revolutionise how we help individuals, employers, advisers, our communities, and the environment. That means we need the right kind of people on our team.

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.

The Customer Journey Owner is a brand new and exciting role within Aegon. A chance to be an immediate influencer, where you can implement and lead a cultural shift. With huge exposure within the organisation, the right candidate for this position will be passionate about doing the right thing, being a force for good, and getting the best results for our customers.

The Customer Journey Owner will actively influence the strategic direction of Customer Care, by working across all functions, understanding activities and deliverables that might impact an end-to-end journey and actively influence the solution design.

Responsibilities include:

• Customer Journey Mapping: oversee and provide input to the development and implementation of comprehensive customer journey documentation to visualise and enhance the customer experience across all touchpoints.

• Data Analysis: conduct regular analysis to measure the effectiveness of journey initiatives and make data-driven recommendations for improvements.
• Strategy Development and Implementation: develop and execute strategies to enhance customer journeys end to end. Lead initiatives to improve customer engagement, retention, and loyalty through personalized and relevant experiences.

• Continuous Improvement: champion a customer-centric culture within the organisation, advocating for the needs and preferences of customers.
• Stakeholder Engagement: act as the primary point of contact for customer journey-related projects, ensuring clear communication and alignment with stakeholders.

We’d love to hear from you if you have:

• Proven experience in customer journey mapping, customer experience management and continuous improvement. Ideally, you’d have experience in financial services or a regulated industry, but we’ll consider applicants from other large organisations.

• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders.
• An appreciation for the underlying causes of business issues and development of corresponding operational improvements

What’s in it for you?

• A non-contributory pension between 8%-12%
• A discretionary bonus, depending on personal and company performance.
• 34 days leave per year (including bank holidays)

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant, and online GP appointments.

This is a big job. It’s a challenging job. It’s crucial to our future success. If you’re up for the challenge, hit the “Apply” button.

The legal bits

We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.