Lead Customer Journey Executive

LV General Insurance are looking for a Lead Customer Journey Executive to join the team in Bournemouth.

Understanding our customers is at the heart of LV=GI’s values and success. That’s why we invest our efforts in ensuring that our customer journey is seamless and in line with our values at all times. LV=GI are currently seeking an experienced Lead Customer Journey Executive to deliver best in class insights, analysis, data and measurement that positively impacts our customer journey and consequentially our business performance.

In this role you will join a dynamic team, supporting a range of projects for LV=GI. You will generate analysis and insight of customer journeys and behaviours, take ownership for highlighting opportunities to improve the journeys and perform regular competitor analysis and benchmarking.

We are not only seeking an analytics expert but someone who is curious and passionate about the customer and digital experience and able to articulate this to the rest of the business with ease.

About you

We’re seeking someone with highly developed analytical skills and strong experience in digital analytics tools (e.g. Google Analytics, Ensighten), to provide colleagues advice based on data. You’ll be the digital business translator, able to interpret work undertaken and present findings to support and explain analysis work undertaken in a simple and focused manner.

Naturally, you’ll have excellent verbal and written communication skills and presentation skills to facilitate actionable conversations between technology and business providers. You’ll be able to work effectively under pressure and to complete the tasks required in a timely manner and with a high degree of accuracy.

When it comes to the technical skills, ideally you’ll have:

• Knowledge of digital marketing principles, affiliate programmes, PPC and SEO
• Experience of advanced data manipulation and extraction tools and techniques e.g. SQL, Python, R
• Knowledge of statistical techniques such as logistic regression and clustering
• Graduated in a scientific or numeric discipline or has relevant business experience

Details

• Create insight and recommendations that are innovative in their creation and presentation, clearly telling the story and drawing conclusions and recommendations not just reporting. The audience for this will be varied from peers to external agencies to Directors.

• Create statistical modelling, clustering and segmentation for more sophisticated analysis and optimisation.

• Initial point of referral for Performance Exec on all aspects on their role and delivery.

• Testing and experimentation of emerging analytical tools and technology measuring impact including cost benefit analysis versus existing systems and models.

• Generate analysis and insight into customer journeys and behaviours using creative problem solving skills and advanced techniques, linking all touchpoints in an omnichannel customer lifecycle

• Bring together both digital and offline data to create holistic customer insight advising where investment is required. Data will be both on and offline across all channels and of varying types and formats.

• Take ownership and the initiative for highlighting opportunities to improve the customer journey and pursue those opportunities through the experimentation programme to implementation, measuring the impact and outcome.

• Promote and enhance our self-serve and automation capability to ensure we focus resource on the right questions.

• Actively participate in projects and strategic initiatives to ensure delivery of the GI digital and marketing roadmap.

• Perform regular competitor analysis and benchmarking that accurately evaluates the performance and efficiency of our websites, marketing and products.

• Create and build strong relationships with key customers and champion digital, analytics and insight across the business in order to drive a customer focussed culture.

Why work for us?

Exciting things are happening at LV=General Insurance (LV=GI). Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.

Driven by our pride and passion, we will always do the right thing to inspire trust in our people and our customers. That’s why we’ve made it our mission to become Britain’s best-loved insurer, by helping people look after what they love.

Rewards and Benefits

This role is a Band C in the LV= Structure. To find out more about our bands, click to view our FAQ page here.

We’ll give you:

• Flexible working opportunities – many of our employee’s job share or work part-time, flexi-time, compressed hours or with an element of remote working.
• 30 days’ holiday, with the option to buy up to 2 additional days
• An excellent pension plan (please click here to read more about it)
• An annual bonus scheme based on company and personal performance
• Private medical insurance which you can upgrade to family cover
• Other flexible benefits including discounted retail vouchers and dental insurance
• 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance

To find out more about our benefits and rewards, please click here.

LV= is an equal opportunities employer who values a diverse and inclusive workplace. We recognise that people work in different ways, and we value alternative viewpoints, celebrate individuality and foster a culture where everyone can bring their true self to work. We are committed to creating a diverse workforce, we accept applications from everyone regardless of your background, beliefs, culture, gender identity, ethnicity, sexual orientation, disabilities and long term health conditions

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