Customer Journey and Process Manager

3 weeks ago

Farnborough, United Kingdom BMW Group Full time

REAL ADDED VALUE: A CONTENTED CUSTOMER. WE ALWAYS GO THE EXTRA SMILE.

USE NUMBERS. CREATE JOY. BMW FINANCIAL SERVICES.

It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra smile to find solutions that satisfy the needs of our customers and our business. People who want to place themselves optimally to develop their capabilities. So if you enjoy a culture of open exchange and mutual trust, and you’d like to take on a fast-paced role within a highly motivated team, join us in driving the future of personalised financial services.

BMW Group Financial Services UK is looking for a Customer Journey and Process Manager. This role is based at the Summit ONE Campus in Farnborough.

Customer Journey and Process Manager

As the Customer Journey & Process Manager you will define mandatory local standards for process management, process modelling tools, methods and documentation in accordance with global framework.

WHAT AWAITS YOU:

You will be responsible for establishment of a local Business Process Management and Customer Journey capabilities to identify and lead initiatives that drive process efficiency and customer satisfaction across all aspects of the business.

Provide support to all process owners in the achievement of our Strategic Goals by championing and implementing process changes and utilising process management tools. Mapping of end-to-end customer journeys and key touchpoints from the customer perspective & associated processes, systems, KPI's etc so they can be included in all future project considerations. Continuous improvement of customer journeys with focus on defect identification & resolution across the customer journeys. Ensure our customer journeys are kept 'alive' within the business. Develop a governance framework for process and customer journey standards.

What Should You Bring Along?

Recognised qualification in process improvement. Degree level qualified - relevant degree or one which has critical thinking, analysis and financials within/at its core. Track record of successfully delivering business improvement and change in a financial services environment. Demonstrated ability to manage and influence teams and/or people at all levels of the organisation. Creativity and ability to think strategically, to look outside the normal boundaries  Understands and can communicate the linkage between strategy and tactical execution. Strong knowledge of process management / improvement and quality assurance.

Desirable

Automotive Finance Industry exposure (desirable). Process Improvement Certification (e.g. Lean Six Sigma).

Closing Date: 9th May 2024

At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement. [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid

In 2024 BMW Group Financial Services UK was recognised as a Top Employer. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.

Successful candidates will be required to complete background screening checks and the offer of employment will be subject to results which we consider are satisfactory. Checks will include references, right to work, IT system Compliance Integrity Check (COIN), CV and relevant qualifications. Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. If you have any queries on any of these checks, please discuss with us and we will be happy to go through with you in more detail.

We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.

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