Customer Journey Optimization Manager

2 months ago

London, Greater London, United Kingdom Talan Full time

About Talan

Talan is a global consulting firm with a presence on four continents and a headcount of 6000 consultants. We have been advising companies and administrations for over 20 years, supporting them in their transformation projects.

Job Description

We are seeking a highly organized and detail-oriented individual to join our Process Intelligence and Automation Team as a Process Engineer-Customer Journey Optimization Manager.

As a key member of our team, you will have the opportunity to work on various cutting-edge automation technologies, collaborating with top clients in Investment Banking, Energy, and Legal sectors on exciting projects.

Our consultants are at the heart of everything we do, and we invest heavily in their training and development. We also prioritize team socials and regular lunches to foster a sense of community.

This role involves developing a clear strategy for continuous improvement of customer journeys, identifying and prioritizing customer journeys across Business Banking propositions, and coordinating operational implementation and post-implementation control.

Customer journeys are critical to delivering optimum customer service and enabling a seamless customer experience of business banking servicing.

  • Experienced change manager with strong attention to detail
  • Work with a Lean and Agile mindset, re-prioritizing strategic focus where required
  • Business leader with ability to work autonomously, drive change, and own major deliverables impacting customers
  • Excellent communicator with ability to manage senior stakeholders, lead key governance/working groups, and engage with multiple areas of the business
  • Develop a strategy and implementation approach to identification, prioritization, and optimization of customer journeys across Business Banking propositions
  • Utilize Lean Six Sigma principles to deliver optimized customer journeys for Business Banking customers

Requirements

  • Programme Management skills, including planning, risks, and issues management
  • Banking experience is a must
  • Lean Six Sigma skillset and qualifications
  • Strong stakeholder management skills and comfortable working alongside Business and UKT delivery partners
  • Expert within Process intelligence, Process Engineering, and Process Automation
  • Clear evidence of implemented change and ability to explain the reasoning behind it
  • Self-starter with ability to work proactively with minimal supervision

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