Journey and Experience Delivery Lead

2 weeks ago

Manchester, United Kingdom Turning Point Full time

**Job Introduction**:
Turning Point is a leading health and social care social enterprise that provides support for drug and alcohol use, mental health, learning disability, sexual health, and employment needs.

A new opportunity has arisen for a Delivery Lead in our Journey & Experience team to continue the development of our customer journeys and user experience, driving innovation and harnessing the latest technologies in this area.

You’ll be working closely with the new Website Manager, and colleagues across the organisation, to create and evolve high quality, engaging online experiences for a wider range of audiences.

If you have a passion and vision for great user experiences that make a real difference and managing project deliverables in a dynamic environment, then we’d love to hear from you

This is a hybrid working role - with the hours spread across days in our central Manchester office and working remotely.

**Role Responsibility**:
As the Journey and Experience Delivery Lead you’re responsible for the ongoing development that ensures that Turning Point's online customer journeys guide and support each audience to be able to achieve their goals on each visit, across a range of channels.

You’ll build relationships across the organisation to understand challenges and work closely with the wider Tech and Marketing teams to deliver tactical updates as well as implementing longer term insight-led developments. You will also have people manager responsibilities for others in the Journey and Experience team.

Some of your regular activities will include:
**Coordinating project delivery**. Working with the Head of Journey and Experience and other leaders from across the organisation you will work across all stages of CX projects from developing new requirements, identifying the best approaches existing toolset or finding gaps. You'll set realistic timelines for delivery and continually communicate on progress.

**User Experience and Journey Mapping**. Through running workshops you'll build an understanding of what ours services need while putting the customers experience at the heart of what is delivered.

**Technical support. **You'll be part of a small, hands-on team and will be working with front-end web development code including HTML, CSS, and JavaScript.

**Manage internal stakeholders.** You will become a super-user and internal evangelist for a variety of digital tools across customer service and marketing technology, overseeing training and user adoption, creating a collaborative approach with cross-team/department working.

**Supporting Innovation.** As an innovator who is always looking for new ways to solve problems you will continually review product features in a fast moving "digital" marketplace, developing use-cases for novel technologies, rapid prototyping (playing) and sharing the learning.

This area of Turning Point is fast paced, and always changing to adapt to the needs of our audiences.

To be considered for the role you will need to have previous experience of user experience research or design, managing digital tools including CMS (Content Management System) and project delivery in a professional environment.

You’re a positive, organised, and tenacious individual whose focus on the customer need delivers great work that drives results, and have experience of managing others.

You’d describe yourself as a good all-rounder who is keen to make a difference.

**We’re also looking for some of the following**:

- Experience working with one or more enterprise level CX technology stacks and MarTech (incl CMS)
- Passion and vision for creating and managing effective and engaging customer and user experience
- Logical and analytical, you have an ability to spot patterns and issues in our current solutions
- Confident project manager who can juggle multiple projects and tasks with ease
- Ability to communicate and influence effectively with stakeholders from different disciplines and seniority levels across the business
- You want to continually learn and develop your Experience and Technology skillsets
- Experience within the customer service or healthcare sectors are also highly desirable
- Are empathetic, kind, and want to work in a small but energetic team in a large and diverse organisation

**About us**:
As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer.

We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

**What Benefits Will I Receive?**

We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career - we want to support you in every way we can with our total reward pac

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