Customer Experience Design AnalystUp to £52,000 per annum, dependent on experienceFTC Until End of March 2026London HybridWe are looking for a Customer Experience Project Lead to join Saga’s Insurance business at a pivotal point in our transformation journey.Following Saga’s recent announcement of a 20 year affinity partnership (Home & Motor) with Ageas in early 2026, you will be responsible for ensuring that the transition from the current Saga operating model to the Ageas partnership model is done seamlessly, mitigating any detrimental impact and looking for opportunities to improve the experience for our customers The role of the Customer Experience (CX) Design Analyst will be to work closely with different teams across the programme to facilitate workshops and document customer journeys that are informed by real customer sentiment and behaviors and ensure every decision puts our customers first and delivers the Saga Experience. A successful candidate will combine strong analytical thinking with a passion for human-centered design – taking an understanding of the transition period that Customers are about to go through and ensuring that everything is done to make this a positive experience. You will be able to clearly document these customer journeys across multiple processes, engaging different teams across the business and programme, to help deliver a great outcome for our customers. We offer flexibility over where you work – you choose a place where you feel most comfortable and productive, either from home or in one of our hubs. As our Customer Experience Design Lead, you will be required to attend our London office once or twice a week.Package DescriptionEveryday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.BENEFITS AVAILABLE TO ALL COLLEAGUES:Our working week is 35 hours per week, these can be worked flexibly to suit your working style25 days holiday + bank holidaysOption to purchase additional leave up to 5 extra daysPension scheme matched up to 10%Life assurance policy on joining usWellbeing programmeColleague discounts including family discounts on cruises and holidaysRange of reductions and offers from leading retailers, travel groups and entertainment companiesEnhanced maternity and paternity leaveGrandparents leaveCompany performance related annual bonus - Up to 5%Income protectionAccess to Saga Academy, our bespoke learning platformMain ResponsibilitiesAs our Customer Experience Design Analyst you will be responsible for facilitating and documenting outputs from workshops with internal stakeholders and our partner (Ageas) to design customer journey maps, experience flows, and service blueprints to visualise and improve how customers navigate the transition period between operating models. Other responsibilities will include:Collaborating across multiple teams and keeping different stakeholders engaged on how CX is being embedded and considered throughout the programme activity, inputting into design decisions from a documentation perspective where necessary. Leverage business intelligence tools (Power BI, Tableau, Excel) to build and maintain CX dashboards and reporting pipelines. Use tools like Miro, Lucidchart, or Figma to create service design artifacts that bridge the gap between insights and action. Monitor key performance indicators (FCR, AHT, escalation rate, resolution quality) to ensure experience improvements deliver measurable results. Analysing customer service data (NPS, CSAT, call recordings, chat logs, surveys and other data) to identify friction points, sentiment trends, and systemic issues. Map and evaluate current customer journeys, pinpointing areas for improvement, conducting root-cause analysis on recurring service issues and recommend scalable solutions. Champion the voice of the customer across departments by clearly communicating insights and opportunities through data storytelling and leading CX workshops. Support voice of the customer (VoC) programs and customer experience audits. Support optimisation across all channels phone, chat, email, self-service digital to improve resolution times and drive customer satisfaction. Assist in improving and documenting standardised service workflows and knowledge base contentThe Ideal CandidateAs our Customer Experience Design Analyst, you will have experience in customer service operations, experience design, business analysis, or a related field. You will need to have experience within a large-scale customer operation, ideally from the Insurance industry, but we consider applicants from other regulated areas.You will also be able to demonstrate the following skills and experiences;Familiarity with design thinking, journey mapping, or service design methodologies. Excellent written and verbal communication; ability to translate data into clear, actionable recommendations. Experience and ability of leading CX workshops and meetings High empathy with a people-first mindset—focused on designing experiences that work for real people in real moments and exemplify the Saga Experience Certification in Business Analysis, CXPA, or Service Design and/or 3+ years’ experience in customer experience service design and UX/UI analysis Strong understanding of customer journey mapping, service blueprinting, and design thinking. Knowledge of CX/UX principles and familiarity with tools like Figma, Adobe XD, Miro, Lucidchart. Design workflows, scripts, knowledge base content, and digital self-service tools (e.g. Live Chat) to optimise the customer support experience. About The CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.We aim to be the most-trusted brand for older people in the UK. 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. 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 do 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 has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a 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.For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with SagaSaga 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.#LI-VL1
