Customer Journey Manager

6 days ago

Halifax, Calderdale, United Kingdom Pontoon Full time

About the Role

Pontoon is seeking a highly skilled Customer Journey Manager to join our client's Cloud Integration team. As a key member of the team, you will be responsible for leading customer journey activities and collaborating with stakeholders to drive business growth.

Key Responsibilities

  • Collaborate with the team and broader product team to understand, measure, and orchestrate customer journeys, with a focus on technology and integration across functions.
  • Play a crucial role in interpreting insights and integrating them into prioritization approaches and design choices.
  • Evaluate the effectiveness of end-to-end customer journeys from both a customer and business perspective.
  • Contribute to team stand-ups and retrospectives, actively participating in continuous improvement initiatives.
  • Work closely with customers and Product Owners to ensure the successful delivery of ongoing projects.
  • Stay up-to-date with industry trends and adapt personal capabilities to drive change and innovation within the team.

Essential Skills

  • Strong experience and ability to independently analyze data using predetermined tools, methods, and formats to drive problem-solving and provide meaningful outputs.
  • Comfortable with embracing uncertainty and adapting to changing circumstances, continually evolving thinking and upskilling.
  • Proficiency in Agile methodologies and familiarity with Agile processes such as Backlog Refinement, Retrospective, and Sprint Review.
  • Demonstrated ability to collaborate with senior stakeholders and partners, building and maintaining long-term relationships.
  • Experience leading a small team of CJMs, providing coaching and mentoring support.

Desirable Attributes

  • Passion for analysis and a knack for applying analysis techniques to drive beneficial outcomes.
  • Background in infrastructure or technology change.
  • Strong understanding of systems thinking and a desire to promote it within the team.

About Pontoon

Pontoon is an employment consultancy that puts expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

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