Customer Experience Consultant

An exciting opportunity has arisen to join our marketing team in Guildford. The successful candidate will be required to drive continuous improvements of customer experience across all product lines, (commercial and personal) and all touchpoints to maximise the customer NPS and lifetime value. As well as mapping the customer journey you will be required to analyse and derive gaps in experience and design "improved experience" in line with our strategic approach for leading true customer centricity. Supporting and monitoring the delivery of improved experience in partnership with responsible business and functional areas you will measure results and impact post-launch. As part of the pivotal customer team you will be responsible for leading the implementation of rapid change in our business and functional areas to embed customer mind-set and culture. Key responsibilities include:* Using Allianz customer experience toolkit to analyse broker and other intermediary as well as end customer journeys across all divisions and identify opportunities to improve customer experience for customer and business benefit.* Analyse customer insight and research results from all available sources to inform customer experience design.* Build cost benefit analysis for recommended changes; implement and measure changes* Champion the voice of customer and implement new customer satisfaction metrics* Maintain up to date customer process maps for key customer journey'sSupport business transformation projects by representing voice of customer (VoC) within these projects* Capture and regularly report in governance meetings all points customer satisfaction measurement* Maintain strong and effective working relationships with stakeholders across the business to secure sign off and implement changes. What experience we are looking for:* Customer experience audit* Impact assessment from gaps in customer experience* Understanding of digital journeys and virtual experience* Design of improved customer experience (online and offline)* Project management experience is beneficial* Experience in working within a complex structure What we offer in return:* circu GBP45,000 base salary, which is reviewed annually* Annual Bonus related to individual and company performance* A generous pension plan* Competitive holiday allowance that increases with length of service, with the option of buying and selling up to 5 days holiday per year* Share purchase plan* Flexible benefits plan, giving the option to tailor benefits (such as dental insurance and private medical care) to suit individual needs* Excellent training and development opportunities including our Award winning Underwriting Academy which is CII accredited. * 25% off Insurance products, 15% off for friends and family.