Technical Process Mapper

2 weeks ago


Leeds UK, West Yorkshire, United Kingdom Pontoon Solutions Full time

Technical Process mapper

6 month contract

Leeds or Edinburgh


We’re looking to recruit a Technical Process mapper to work in our Service Operations Service Transformation Lab.


Here in the Service Transformation Lab, we're on a mission to transform colleague's engagement with, and consumption of technology via self service portals, virtual agents and the exploitation of AI.


We're achieving this by exploiting the capability of ServiceNow, an industry leading tool in automating colleagues’ experiences to enhance customer outcomes. Since the implementation of ServiceNow in 2018, we have delivered immense value through the platform, now hosting over 50 business processes spanning ITSM, Employee Centre, Cyber, Change and Customer Payments…and we're just getting started.


The Customer Journey Manager (CJM) plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.


The CJM is responsible for understanding and optimising the end-to-end customer experience (internal) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.


We need someone who:

  • Independently understands end to end journey
  • Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
  • Works with limited supervision and can lead on creating Customer Journey and process maps (e.g. Visio). Optimise
  • Continually evaluates the effectiveness of the journey from a Customer and Business perspective
  • Displays a continuous improvement mindset to their journey
  • Understands cross-functional context and can build alignment on customer journeys as needed


What You’ll need

  • Customer Centricity - Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
  • Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.
  • Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.


And the following would be really useful

  • Experience of internal colleague journeys interacting with IT.
  • An understanding of ServiceNow.
  • Encouraging collaborative, empowered teams, nurturing them to take ownership of the relevant outcomes.
  • Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.


If you believe you have the experience required, please apply with your CV now for instant consideration


TO APPLY - PLEASE APPLY WITH AN UP-TO-DATE CV

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

*Pontoon is an employment consultancy. We put 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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