We are looking for an experienced Customer Experience professional to join the team in Cardiff on a 9 - 12 month FTC.

Purpose of the role:

• To develop and oversee the delivery of the LGI Customer Experience Strategy
• To develop a framework that will support the LGI Partnerships and GP divisions to put the customer at the heart of everything it does
• To facilitate the identification of opportunities to improve customer’s experiences utilising varied sourced of insights, including customer research, complaints, web analytics and customer experience data.
• To oversee the implementation of changes to Partnerships and GP customers’ journeys in order to deliver and improvement in key KPIs such as conversion rates, retention rates, and customer experience (NPS)

Principle Accountabilities

• Develop the LGI customer experience strategy including delivery of strategic deliverable such as Service Recovery, CX Survey Improvements & Agent Dashboard
• Ensure there is a robust and up to date library of customer journey maps for all of the Partner and Intermediary journeys
• Develop a framework to support the pods – CX Design Principles, CX Podcasts Customer Journey Map Tools and  Customer First process and ensure the delivery of the backlog of CX improvements identified from customer feedback and insight
• Support WOCAS by identifying opportunities to improve customer’s experiences utilising varied sourced of insights, including customer research, complaints, web analytics and customer experience data.
• To work closely with Group Brand to ensure the successful delivery of any Group CX strategy initiatives into the LGI division
• Build effective relationships with internal stakeholders across Marketing, Customer Service, Sales and Product to implement change into the relevant channels and processes
• Keep abreast of best practice in customer experience management across industries and competitors and employ these into L&G insurance
• Embed a customer centric culture within LGI by providing  insight /  expertise / consultancy on the management of customers within LGI and ensure plans are aligned where applicable
• Manage and implement plans to achieve Channel -NPS, cost saving and income targets.
• Comply with relevant policies such as GDPR, IDD and ICOBs

Knowledge:

• Understanding of developing customer strategy and implementing insight led change
• Customer experience management best practice across insurance and other industries
• Experienced in developing processes to drive greater engagement & retention
• Insurance industry customer experience management practices and value levers
• Understanding of customer engagement trends and how they are/will impact on L&G customers across channels, products and touchpoints
• Understanding of L&G’s main competitors in terms of their marketing offering, strengths and weaknesses and potential opportunities and threats to the L&G Direct model.

Skills:

• Will have strong  commercial skills and an ability to interpret research and analysis inputs
• Ability to work with insight professionals to ground strategy in robust customer insight
• Understand the reality of timelines, prioritising output to effectively deliver activities.
• Proactive approach to problem solving to ensure timely and cost-effective solutions.
• Team activities are planned and regularly reviewed with team and all stakeholders to ensure delivery.
• Establishes realistic time scales and sound contingency plans to meet deadlines.
• Fact find effectively in order to fully understand needs and requirements of the business to fulfil tasks and objectives
• Securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.
• Generating creative and practical solutions to work situations, always questioning and considering more efficient and effective alternatives.
• Ability to question and challenge in a positive manner.
• Communicate activity to relevant parties and highlight likely effect on them and the business.
• Overcome difficult issues in internal or external relationships effectively.
• Build relationships and communicate in a clear and fluent way to appropriate audience.
• Seeks feedback on issues and ideas
• Able to amend style of delivery to suit the audience.
• Is confident, clear and concise
• Works with others to meet business objectives
• Focuses energy and effort on objectives and outputs to be achieved and adopts a sense of urgency at work.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday, an annual supplement for private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

Our view is that this role is suitable for agile working. This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customer and personal needs. For this role, you would be based in Cardiff, but you could work in other Legal and General offices or at home, as necessary, provided this meets business needs. Details of agile working will be discussed during the interview process. 

For more information please contact Chloe McCauley - Resourcing Lead - chloe.mccauley@landg.com