Digital Customer Engagement Analyst

Helping over ten million people around the world manage their savings, retirement plans and life insurance requires a lot of people behind-the-scenes.  It’s up to us in L&G Group functions – which includes our tech and digital teams, Group Finance, HR, Risk and Corporate Comms to provide the essential support services that all areas of the business need, here in the UK and overseas. Simply put, we enable everyone at Legal & General to do what they do best. That means we’re helping to improve our customers’ lives, and contributing to the success of the business every day.

In Group Technology we deliver customer journeys and technology services that underpin our business, the controls that keep us safe and the passion that accelerates the art of the possible.

The role of the Digital Customer Engagement Analyst  is to be laser focused on the adoption and usage of our digital services, along with customers’ satisfaction with their digital experience. Working with a range of business stakeholders, UX colleagues and delivery teams, the post holder will be analytically driven to use insight to promote and drive up self-service usage, analyse and address failure demand, and measure and improve customer satisfaction.

What you'll be doing

Driving and supporting online adoption

• Working closely with marketing teams in particular to identify new and existing opportunities to promote customer self-service registration. Ensuring the accuracy of such customer communications through an appropriate QA process. Identifying similar opportunities in our online journeys, and maintain and enhance these web pages as appropriate. Owning and running the bulk registration process

Failure demand analysis

• Working with contact centre and other operations colleagues to understand and address failure demand caused by system or journey issues. Regularly listening to calls and analysing usage data to identify recurring challenges and working with the appropriate teams to resolve these

Customer satisfaction monitoring

• Owning the digital CSAT measurement framework and reporting, including the analytics platform itself. Developing new surveys and interpreting findings. Working collaboratively with operations colleagues in particular to support dissatisfied customers. Supporting value stream teams with insight and focused activity

Help and support wayfinding

• In conjunction with the CSAT continuous improvement programme, regularly monitoring and identify improvements we should make to how we offer help and support to our customers online. Identifying and addressing pain points and opportunities

Services usage guides

• Working with the value stream teams to ensure that the usage guides (owned by the Platform teams) are kept up-to-date in line with any changes that are made to our online services. Working with operations colleagues to identify any gaps and opportunities to enhance such support materials

Customer behaviour

• Regularly monitoring key user journeys in conjunction with the Lead Experience Designer to understand online user behaviour and to identifying any improvements and optimisation we want implemented or fed into value stream backlogs

What we're looking for

• Basic understanding of all types of products sold across L&G
• Good understanding of the internal / external compliance regulations to achieve required standards for financial advertising and promotions
• Understanding of different websites in a company with multiple business divisions – content and usage
• Understanding of the distribution channels
• Understanding of the source systems used for products
• Appreciation of Brand guidelines

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including private medical insurance, at least 25 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. You can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings. 

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.