Overview

Up to £36,700 depending on experience

** 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!

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.

  • 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!

Job Reference: saga/TP/74/1273