Customer Experience Associate

The Company

We’re Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission.

We’re 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 can’t do it alone, and that’s why we’re assembling a team of top performers to build with us.

Ready to be part of something big?

The Role

We’re looking for a curious, people-first and passionate Customer Experience Associate to join our team. In this role, you’ll help us create seamless and outstanding journeys, making a real impact on how our customers experience Octopus Legacy every day.

At Legacy, we’re obsessed with our customers. We believe listening and learning is the best way to improve everything we do. You’ll 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.

You’ll 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: You’re interested in how emerging tools (like AI) can shape and improve the customer experience.

Our Mission

In 2016 Sam’s 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 700,000 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 they’re here. And after they’re 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: careers@octopuslegacy.com