Customer Experience Strategist

1 week ago

Salford, Salford, United Kingdom TalkTalk Group Full time
{"h1": "Customer Journey Manager", "p": "At TalkTalk Group, we're revolutionizing the way we approach customer journeys to create a simple and effortless experience for our customers. As a Customer Journey Manager, you'll play a key role in driving this transformation by working closely with stakeholders to understand current customer journeys and identify areas for improvement.

Your key responsibilities will include:

* Developing a deep understanding of TalkTalk's consumer provision and repair processes and system workflows through analysis, root cause, and process modeling.
* Documenting end-to-end repair and provisioning journeys across all engagement channels (online, agent, IVR).
* Defining journeys for new products delivered within TalkTalk (FTTP, gFast).
* Designing or redesigning business processes to improve operational efficiency.
* Delivering the Olympus platform to drive our business strategy and reduce CTS.
* Analyzing, implementing, and updating processes to ensure all departmental goals are met.
* Analyzing the effectiveness of current business and system processes to develop and improve workflow effectiveness.
* Identifying root causes to drive strategic change and improve today's processes across Service Assurance.
* Identifying improvement opportunities and feeding scrum backlogs with opportunities for change to drive relevant KPIs.
* Identifying long-term improvements that fundamentally change the customer experience when interacting with TalkTalk through their channel of choice.

As a Customer Journey Manager, you'll have the opportunity to work closely with operational stakeholders and product management teams to deliver improvements and new journeys for new products. You'll also work closely with our analytics teams to define tracking and reporting requirements to manage the performance of our Service Assurance journeys.

At TalkTalk Group, we're committed to creating a culture where you can truly be yourself. We're a dynamic workplace that values diversity and inclusion, and we're looking for talented individuals who share our passion for delivering exceptional customer experiences.

If you're a strategic thinker with a passion for process improvement and a desire to make a real impact on our customers' lives, we'd love to hear from you."

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