Customer Experience Associate

The Company

Were Octopus Legacy: one of the fastest growing tech companies in the country part of the UKs most exciting and best-trusted group (you may have heard of some of our sister companies) and we have a mission.

Were on a path to scale aiming to become a household name while transforming a long-established industry and helping our customers prepare for and find support after death.

But we cant do it alone and thats why were assembling a team of top performers to build with us.

Ready to be part of something big

The Role

Were looking for a curious people-first and passionate Customer Experience Associate to join our this role youll help us create seamless and outstanding journeys making a real impact on how our customers experience Octopus Legacy every day.

At Legacy were obsessed with our customers. We believe listening and learning is the best way to improve everything we do. Youll be close to the pulse of customer experiences running research analysing feedback spotting trends and surfacing insights and helping teams across the business act on them.

Youll be at the heart of our customer-first culture supporting initiatives that keep customers happy reduce friction and build long-term trust with our brand.

Key Responsibilities:

• Run and manage customer surveys (e.g. NPS CSAT) from deployment through to analysis and reporting
• Spot trends in customer feedback and highlight opportunities for improvement
• Maintain regular reporting and dashboards to give visibility of customer sentiment across the business
• Investigate key experience issues (e.g. why certain touchpoints underperform) and share insights with relevant teams
• Support the development of new services and offerings by tracking adoption and surfacing customer needs
• Keep CX documentation up to date including journey maps and KPIs
• Collaborate across teams to support projects that directly improve the customer experience
• Conduct user interviews and translate findings into actionable insights

Who Are You

• 2 years of experience in a customer facing role.
• People-first and caring: You lead with empathy are comfortable with sensitive topics like death and care deeply about making experiences better for customers.
• Curious and passionate: You love asking questions exploring new ideas and are genuinely excited by customer experience.
• Analytical mindset: You can spot patterns in data and feedback and are keen to learn how to translate them into improvements.
• Comfortable with change: You thrive in fast-paced evolving environments and can adapt priorities quickly.
• Strong communicator: You can turn customer feedback and data into clear actionable insights for others.
• Collaborative: You enjoy working with different teams and keeping everyone connected to the voice of the customer.
• Tech-curious: Youre interested in how emerging tools (like AI) can shape and improve the customer experience.

Our Mission

In 2016 Sams mum died suddenly in a car accident. The experience that followed was overwhelming - with mountains of paperwork sitting on hold and navigating financial stress. All at a time when he needed the space to navigate grief.

Death is difficult enough without everything else that comes with it. Octopus Legacy was created to make the experience of losing someone easier for those left behind - so that they can focus on what matters.

Since then we have helped over 700000 people plan for death and find support after a loss and are now the second largest estate planner in the UK.

When people think about planning for death they think about wills life insurance and funerals. These small but mighty acts make a huge difference to the people we love. But why stop there

We take these cold processes and turn them into something more human. We help customers share more than just money. Encouraging them to leave voice notes music recipes. So they can shape a legacy that connects them with the people they love while theyre here. And after theyre gone.

Benefits:

• Octopus share incentive scheme.
• Hybrid working (London Bridge).
• Flexible holiday extra day off for your Birthday.
• Work from anywhere in the world for up to 4 weeks per year.
• Vitality Health & Life Insurance.
• Pension scheme.
• Enhanced parental leave.
• Free Will & LPAs discounts on other Octopus services.
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
• Octopus Giving: we match any charitable fundraising that you do up to 500.
• Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.
• Dog friendly office.
• Breakfast every day snacks and wellness activities.

We know that to be truly innovative we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Please send your CV to: