Customer Management Manager
6 days ago
Customer Journey Manager Location: Hours: Full time
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
We're the Protection Platform and Our platform aims to push boundaries to transform the business in delivering high quality, efficient and impactful outcomes for customers within the Protection Market.
To support our ambition of becoming a top 3 protection provider we're looking for a Customer Journey Manager to join the team, where you'll be responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys.
Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
Work with limited direct supervision and leads on creating Customer Journey and process maps (e.g. Display a continuous improvement approach to Customer Journey management
Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. Proven experience in a Customer Journey Manager role or a similar role
Proven experience working with Protection platforms within financial services environments
Experience working in an Agile environment such as Scrum, including participating in and running ceremonies such as refinements, and of creating Agile artifacts (e.g. user stories, acceptance criteria).
Proficient in data analysis, capable of evaluating customer journey performance and deriving insights from data to improve customer experiences.
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. We're disability confident. We also offer a wide-ranging benefits package, which includes:
~ A generous pension contribution of up to 15%
~ An annual performance-related bonus.
~ Share schemes including free shares.
~ Benefits you can adapt to your lifestyle, such as discounted shopping.
~30 days' holiday, with bank holidays on top.
~ A range of wellbeing initiatives and generous parental leave policies.
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