Customer Experience Design Analyst (Insurance) *FTC Until 30th March 2026* - London Hybrid

Customer Experience Design Analyst

Up to £52,000 per annum, dependent on experience

FTC Until End of March 2026

London Hybrid

We 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.

As 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 content

As 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. 

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