Customer Journey Manager reference: 142106

Unlock Your Potential as a Customer Journey Manager

This is an exciting opportunity for a motivated and customer-centric individual to join an innovative team within the financial services sector. As a Customer Journey Manager, you will play a pivotal role in shaping and optimizing the end-to-end customer experience, working at the forefront of digital product development. If you're passionate about understanding customer needs and driving continuous improvement through collaboration and data-driven insights, this role offers a compelling path for career growth.

Key Advantages for Your Career Path:

• Impactful Role in Product Development: You'll be instrumental in the product development lifecycle, collaborating closely with Product Owners and feature teams. Your insights will directly influence prioritisation and design choices, ensuring customer needs are central to every decision.
• Focus on Continuous Improvement: This position offers a fantastic platform to hone your skills in evaluating journey effectiveness and implementing strategies for ongoing enhancement. You'll be empowered to drive positive change and optimize processes.
• Cross-Functional Leadership: The role demands strong collaboration across Product, Experience Design, and Engineering teams. This experience will significantly build your leadership and influence capabilities, enabling you to orchestrate complex initiatives and build consensus.
• Data-Driven Decision Making: You'll leverage disparate data, processes, and systems to gain a comprehensive understanding of customer journeys. This focus on analytical thinking and insight generation will be invaluable for your career progression.
• Flexible Working Environment: The organization actively supports flexible working, including hybrid models and options for job sharing or reduced hours. This allows for a better work-life balance, catering to diverse personal circumstances.
• Career Growth within a Purpose-Driven Organization: Join a company committed to making a positive impact. You'll have ample opportunities to learn, grow, and develop within a large, established organization that champions diversity and inclusion.

Key Considerations for Aspiring Candidates:

• Customer-Centric Leadership: A strong ability to lead with a focus on customer needs and manage complex change is paramount. Demonstrating a deep understanding of customer journeys and their impact is essential.
• Collaborative and Influential Skills: Success in this role hinges on your ability to work effectively across different teams, resolve conflicts, and build alignment. Strong interpersonal and communication skills are vital.
• Analytical and Problem-Solving Aptitude: You should be adept at analyzing data, identifying root causes, and translating insights into actionable product enhancements. A proactive approach to problem-solving is highly valued.
• Process Mapping and Visualization: Experience in creating customer journey and process maps (e.g., using Visio) is a key requirement. This demonstrates your ability to articulate and visualize complex processes.
• Industry Experience: While not strictly mandatory, experience within the financial services and mortgage sectors would be a significant advantage, providing a strong foundation for understanding the specific customer journeys in this domain.
• Commitment to Governance and Communication: Operating within established control frameworks and communicating clearly with stakeholders at all levels will be crucial for this role's effectiveness.

This Customer Journey Manager position presents a unique opportunity to contribute to a forward-thinking organization, develop a robust skill set in customer experience management, and advance your career in a supportive and inclusive environment.