Domestic & General (D&G)

  • Wimbledon
*** Please note this position can be based in our Wimbledon, Brighton, Nottingham or Bedworth site but there will be travel requirements to our Wimbledon office at least 2 days a week***

We have an exciting full time opportunity for a Senior Customer Journey Owner to join our Customer Experience team here at Domestic & General.

As a Senior Customer Journey Owner, reporting to the In-Life Customer Journeys Manager, you will work on designing a set of effective and compliant customer journeys across all customer touchpoints. Responsible for leading the design and documentation of a set of customer journeys, you will ensure a high level of detail across the customer contact strategy and messaging in scripts as well as written messaging.

The Senior Customer Journey Owner will also continuously monitor customer journey performance in terms of customer satisfaction (measured by NPS, total time to transact, repeat contacts, cancellation and complaints), financial performance (revenue, conversion rate and plans per customer) and journey efficiency (cost per acquisition and cost to serve).

This is a great opportunity to have a real impact on the business through providing detailed analysis, and areas for improvements, translating performance into actionable insights.

About us:

We are Domestic & General… a dynamic and growing company with a great heritage that brings peace of mind to over 16 million customers worldwide. We are market leader in our field striving towards a vision of delivering a best in class customer service in a connected world.

Customer journey design, management and optimisation:

Lead design and management of a set of customer journeys in line with the customer strategy guidelines and based on deep customer insights (outside in) to deliver customer, compliance and commercial performance targets. This includes:

Define end-to-end customer journeys through cross-functional collaboration based on customer insights and customer experience guidelines delivered by the customer strategy team
Define contact strategy within the journey (e.g. frequency and timing of customer surveys, documentation and confirmations) working closely with the customer strategy and channel teams
Define customer messaging across all journey touchpoints, both verbal (e.g. scripts, IVR) and written. Create briefing for and collaborate with artwork, scripting and financial promotions teams to ensure best practice and compliance
Drive simplification on the journeys avoiding exceptions where possible
Drive innovation within the journey (e.g. smart appliances) and competitive edge; keep up to date with and identify and exploit best practice from inside and outside
Providing frequent updates on key journey metrics working with channel marketing, customer insights, MI and operations
Complete customer journey reviews across the journeys and channels and identify key areas for improvement using all available customer and commercial insights
Support regular deep dives of customer journeys to challenge the status quo and ensure the journeys continue to be relevant and engaging

Ensure a consistent end-to-end customer experience across the customer journey areas working closely with other customer journey owners.

Customer journey delivery:

Initiate and support the delivery of the customer journeys both internally and with clients. Test and learn where required:

Prioritise improvement opportunities within the set of journeys and feed initiatives into the journeys change roadmap
Document Business Change Requests for non-standard changes and present to the Design Authority for approval to implement. Once approved, define detailed requirements
Brief standard change into the relevant teams and follow up on implementation
Create client blueprints to encourage clients to embrace the importance of the customer experience, and share methods, best practices and case studies on how to roll-out the target customer journeys. This will include all materials such as scripts and customer communication materials to support the customer journey
Support client teams during prospecting and client meetings to provide best practices on specific journey implementation. Gather feedback from client teams to improve client blueprints
Ensure offline and online journey changes are aligned
Track benefits realisation through customer journey dashboard

Build customer culture:

Advocate a customer culture across the organisation:

Gather customer stories, best practices, case studies etc to regularly share with the client and new business teams
Role model customer obsession
Visualise the customer journeys for wider communications and engagement

Engage with the front line to stay up to date with the real customer experience and encourage customer experience delivery in line with the customer journey design

People management and development:

Support team members in the development and management of customer journeys. Share best practices and lessons learned.

Not only is this a great opportunity, but on top of this we offer:

A competitive salary plus an attractive bonus scheme
25 days holiday allowance, plus bank holidays
Free life assurance
Pension scheme
Discounts on Domestic and General products and services
Great local employee discounts at shops, restaurants and gym

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which include criminal record checks.