Customer Journey Lead

Job Introduction

Customer Journey Lead

Salary – £40,000 - £45,000 per annum, dependent on experience

Folkestone/London Hybrid

At Saga Insurance, customer experience isn’t just a function - it’s the heartbeat of everything we do. 

We're looking for a Customer Journey Lead who will play a pivotal role in shaping and delivering seamless end-to-end customer journeys across multiple touchpoints, functions and partner organisations. This is an opportunity to influence how our customers experience our brand, ensuring every interaction is meaningful, consistent and aligned to their needs.

Using customer insight, analytics and design thinking, you'll identify opportunities to enhance the customer journey, uncover pain points and drive improvements that make a measurable difference. You'll act as the voice of the customer throughout transformation programmes and business initiatives, partnering with stakeholders across the organisation to embed customer-centric thinking into decision-making and delivery.

If you're passionate about turning insight into action, influencing change and creating experiences that build loyalty and advocacy, we'd love to hear from you.

We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone office at least once a month as well as ad hoc trips to our London office, allowing us to collaborate and share success as a business.

Role Responsibility

As our Customer Journey Lead, you will lead the mapping, analysis and redesign of customer journeys across operational, digital, telephony and partner touchpoints

Other accountabilities will include:

•    Creating and maintaining journey maps, service blueprints, ecosystem maps and experience frameworks.

•    Identifying customer pain points, operational inefficiencies and opportunities for improvement.

•    Translating insight into prioritised recommendations and actionable change.

•    Leading customer journey transformation initiatives from discovery through to implementation, delivering measurable customer and business outcomes.

•    Applying service design and human-centred design methodologies to improve experiences across the customer lifecycle.

•    Facilitating workshops, co-design sessions and journey discovery activities.

•    Developing customer personas, jobs-to-be-done, service concepts and future-state experiences.

•    Ensuring solutions balance customer needs, business goals and operational realities.

•    Advocating for customers and colleagues through evidence-based, human-centred design approaches.

•    Using qualitative and quantitative customer insight to identify themes, opportunities and emerging risks.

•    Working closely with Customer Insight, Analytics and Operational teams to understand customer behaviour and performance trends.

•    Supporting development of journey-level measures and customer experience KPIs.

•    Using customer insight, operational data and business performance measures to shape recommendations and priorities.

•    Supporting the development and embedding of Saga’s Customer Experience framework and principles.

•    Championing journey-led thinking across business functions.

•    Helping to establish journey ownership, governance routines and customer-centric ways of working.

•    Supporting the development of customer journey standards, templates, methodologies and best practices to strengthen customer experience capability across Saga.

•    Coaching and supporting colleagues in customer experience and service design methodologies.

•    Partnering with Operations, Claims, Contact Centres, Digital, Product, Marketing, Technology and external partners.

•    Influencing stakeholders using customer evidence, insight and storytelling.

•    Building strong relationships across the organisation to ensure customer needs are represented in decision-making.

•    Collaborating effectively across multiple teams to align customer, operational and business outcomes.

The Ideal Candidate

We’re looking for someone who combines strong customer experience thinking with practical delivery skills.

You’ll likely bring experience from customer-facing, operationally complex or regulated organisations and have a passion for creating services that work better for customers and colleagues alike.

Essential Experience

•    End-to-end journey mapping and customer journey management.

•    Leading customer journey transformation initiatives from discovery through to implementation, delivering measurable customer and business outcomes.

•    Service design and human-centred design methodologies, including journey mapping, service blueprinting and co-design.

•    Customer research, insight and evidence-based decision making.

•    Workshop facilitation and stakeholder engagement.

•    Experience working across multiple teams and functions.

•    Ability to translate customer insight into tangible improvements and operational change

Desirable Experience

•    Financial Services, Insurance, Utilities, Travel, Retail or Telecommunications.

•    Journey governance or customer experience operating models.

•    Experience establishing journey ownership or journey management practices.

•    Customer experience measurement (NPS, CSAT, CES).

•    Partner and third-party service environments.

•    Accessibility, inclusive design or vulnerable customer considerations.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Package Description

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.  

BENEFITS AVAILABLE FOR THIS ROLE: 

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine. 

Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose. 

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment. 

Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work. 

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga. 

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group