Customer Experience Strategist

2 days ago


Salford, Salford, United Kingdom TalkTalk Group Full time
About the Role

We are seeking a highly skilled Customer Journey Manager to join our Service Assurance Team. As a key member of our team, you will play a critical role in revolutionizing our approach to customer onboarding and repair journeys, creating a simple and effortless experience for our customers.

Key Responsibilities
  • Work closely with stakeholders to understand current customer journeys and identify areas for improvement.
  • Develop a deep understanding of TalkTalk's consumer provision and repair processes, as well as system workflows.
  • Document end-to-end repair and provisioning journeys across all engagement channels.
  • Define journeys for new products delivered within TalkTalk.
  • Design or redesign business processes to improve operational efficiency.
  • Deliver the Olympus platform, driving our business strategy and reducing CTS.
  • Analyze and implement processes to ensure departmental goals are met.
  • Analyze the effectiveness of current business and system processes to develop and improve workflow effectiveness.
  • Identify root causes to drive strategic change and improve processes across Service Assurance.
  • Work closely with operational stakeholders and product management teams to deliver improvements and new journeys for new products.
  • Collaborate with analytics teams to define tracking and reporting requirements.
About Us

We are a dynamic workplace that values diversity and inclusion. As a recognized Top 50 Inclusive Employer in the UK, we strive to create a culture where everyone can be themselves. We're not your usual 9-5, and we're looking for someone who shares our passion for innovation and customer experience.


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