Customer Strategy Consultant

Job Introduction

** Remote/home working allowed ** 

At Saga we believe in exceptional experiences everyday whilst being a driver for positive change in our markets and communities. Our values are precision pace, empathy, curiosity, collaboration. If this resonates with you then it’s time to do the best work of your life! 

And right now, we are looking for a Customer Strategy Consultant at an exciting time in Saga’s history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships and leading the market with innovative insurance and financial products.  You will be responsible for managing a portfolio of changes supporting the customer strategy programme, with the aim of improving existing products and processes – with a customer lens - as well as piloting and launching new products and services. 

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.   

If you like the sound of the above, then we want to hear from you!

Role Responsibility

As a Customer Strategy Consultant your top 5 responsibilities will be:   

• Key player in ensuring that the Customer Pillar of our Insurance Strategy is embedded within the business, being the Customer Strategy representative in associated workstreams and forums. 

• Key player in business-wide regulatory workstreams as a representative of the Customer Strategy team. 

• Contributing to our Innovation agenda through relevant project work (e.g., Market Study) and deep dives (e.g., Home claims experience with dual underwriters). 

• Setting up, managing, monitoring and sharing results of pilots aimed at testing proposition concepts. Fostering an inclusive and collaborative cross-functional culture around every pilot project. 

• Working alongside product teams to suggest the necessary amendments to the products to improve customer outcome; linking in with marketing and operations to suggest the necessary amendments to the online and offline journeys to improve customer outcome. This relationship works both ways, so I also contribute to product, marketing, and operations agendas, by sharing relevant claims customer outcome information, stories, and customer feedback, as well as acting as owner of relevant projects and initiatives directly aimed at improving customer outcome, both at claims stage and as preventative measures.

The Ideal Candidate

• Collaboratively work with others

• Able to work on own initiative

• Analytical, presentation and report-writing skills 

• High attention to detail and accuracy 

• Ability to draw actionable insights, define action plans and follow execution through

• Ability to critically assess and challenge data/processes in a customer-focused way

• Excellent communication skills and strong interpersonal skills 

• Stakeholder Management skills 

• Planning and organisation skills, project management skills 

• Adaptability and ability to manage multiple priorities whilst meeting challenging deadlines 

• Acute sense of curiosity and passion for innovation 

• Excellent data interpretation and problem-solving skills 

• Customer Experience and Outcome 

• Develop working relationships with all areas of Saga Insurance

• Good understanding of all customer-impacting areas of the business 

• Good understanding of customer journeys, retention, interaction and touchpoints

• Good understanding of marketing and product functions 

• Able to manage multiple ongoing projects simultaneously 

• Strong working knowledge of relevant products and services 

• Understanding regulatory requirement within Financial Services 

Our values are: 

• Precision Pace - Always owning and making things happen

• Empathy – Always aware of others

• Curiosity – Always asking why

• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• The choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 65 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance, the Saga Magazine and our membership programme, Possibilities.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

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