Process Optimization Lead

2 months ago


Salford, Salford, United Kingdom TalkTalk Group Full time

About the Role

The Customer Journey Manager will play a key role in driving business growth and customer satisfaction at TalkTalk Group. This is an exciting opportunity for a seasoned professional to join our Service Assurance Team and contribute to the development of customer-centric strategies.

Key Responsibilities

  • Collaborate with stakeholders to identify areas for improvement in customer journeys and develop actionable plans to address them.
  • Develop a deep understanding of TalkTalk's consumer provision and repair processes, including system workflows and operational efficiency.
  • Document and analyze end-to-end repair and provisioning journeys across all engagement channels.
  • Design and implement process improvements to enhance operational efficiency and customer experience.
  • Work closely with analytics teams to define tracking and reporting requirements and manage the performance of service assurance journeys.
  • Assume people management responsibilities, leading and developing a team of professionals.

About TalkTalk Group

TalkTalk Group is a dynamic and inclusive workplace that values diversity and innovation. As a recognized Top 50 Inclusive Employer in the UK, we strive to create a culture where employees can thrive and contribute to our success. We're committed to making a positive impact on our customers' lives and are passionate about delivering exceptional customer experiences.


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