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Customer Journey Manager

1 month ago

Bristol, United Kingdom LHH Recruitment Full time

We are currently seeking an experienced and enthusiastic Customer Journey Manager (CJM) to join our client, a leading organisation in the Retail Banking industry. This is a day-rate contract role (inside IR35) position with the opportunity to make a significant impact on customer experiences and journey effectiveness.

As the CJM, you will play a crucial role in product development by assisting the Product Owner and the broader product team in understanding, measuring, and orchestrating Customer Journeys. With a keen focus on technology and integration across functions, you will work alongside your team to extract valuable insights and incorporate them into prioritisation approaches and design choices. It will be your responsibility to ensure the needs of the customer are always at the forefront of all journeys, both internal and external.

Specific Accountabilities:

- Understand: Independently grasp the end-to-end journey, integrating insights and knowledge from various data, processes, and systems. Lead the creation of Customer Journey and process maps using tools like Visio.

- Optimise: Continually evaluate the effectiveness of the journey from both the customer and business perspective. Maintain a continuous improvement mindset to enhance our customer's experience.

- Orchestration: Coordinate cross-functional alignment on journeys, understanding the context across different departments and building alignment as necessary.

Qualifications and Skills:

Previous experience in a similar role, ideally within the Retail Banking industry.
Strong analytical and problem-solving skills.
Excellent attention to detail and the ability to manage multiple priorities.
Proficiency in using tools like Visio to map customer journeys.
Proactive and self-motivated, with the ability to work independently and deliver results with limited supervision.
Strong communication and collaboration skills to foster effective cross-functional teamwork.Join our client's team of talented professionals and make a difference in shaping exceptional customer experiences. This is a fantastic opportunity to contribute to the continuous improvement of journeys and ensure that the intended user experience and journey process design are accurately represented.

If you are passionate about customer journey optimisation and excited to work in a fast-paced and innovative environment, we would love to hear from you. Apply now and take the first step towards an inspiring career

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