Customer Journey & Lifecycle Lead

Responsibilities

• Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels. • Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle. • Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness. • Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurate and aligned to operational reality. • Lead the development of customer education programmes that improve understanding, confidence and engagement throughout the ownership journey. • Establish customer feedback mechanisms and voice-of-customer frameworks to identify opportunities for improvement. • Partner with functional teams to ensure customer journey considerations are embedded into processes, systems and business decisions. • Act as the central advocate for the customer, translating customer insights into strategic recommendations and business improvements.