Customer Journey Manager - Financial Wellbeing Platform

 JOB TITLE: Customer Journey Manager - Financial Wellbeing Platform

LOCATIOIN: Leeds

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

About this opportunity

We're looking for an experienced Customer Journey Manager to join our Financial Wellbeing Lab within the new Data Enablement Squad.

In the Financial Wellbeing Platform our purpose is to transform how we support customers facing financial difficulty, as well as improving the business landscape for our colleagues. Our customers rely on us to provide them with the best customer experience and journey at a time when they might be at their most vulnerable. This is why your role is so meaningful!

You will play a crucial role in product development; working with 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 team you’ll play a key leading role in making sense of insights and factoring it into prioritisation approaches and design choices.

This role thrives on collaboration with colleagues in Product, Design, and Engineering to ensure the intended user experience and journey design are flawlessly represented.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

Key Accountabilities

• Design and Optimize Customer Journeys: Collaborate with the Product Owner and product team to understand, measure, and orchestrate customer journeys, ensuring they align with our strategic objectives.

• Insight Integration: Play a leading role in making sense of customer insights and incorporating them into prioritization and design decisions.

• Cross-Functional Collaboration: Work closely with various functions across the organization to seamlessly integrate technology and business processes.

• Identifying process improvements: Recognize and address shortcomings in existing processes, customer journeys, systems, and procedures using your proven analysis and problem solving skills.

• Data management: Establish outstanding customer outcomes by ensuring routines are clear and documented.

• Customer Advocacy: Act as a champion for the customer, ensuring their voice is heard and their needs are met in all product decisions.

• Professional development: Develop personal capabilities through formal and informal training opportunities while mentoring others as needed.

• Supporting team objectives: Respond to individual and team goals, investing in personal performance by improving your own skills and capabilities.

• Conducting research activities: Support outcomes by carrying out research using existing systems and protocols.

• Evaluating proposals: Analyze and evaluate the feasibility of sophisticated products/services proposals, making vital adjustments with mentorship from senior colleagues or by leading a specialist team.

• Support in long-term planning: Partner with experienced teammates to establish and integrate elements of a long-term planning system

Here's how you'll make the difference in this exciting role...

• Demonstrable experience in product management, with a focus on customer journey mapping and optimization. Support the development of data products to enable effective performance analysis of our customer journeys.

• Strong analytical skills, interpret sophisticated data and translate insights into actionable strategies.

• Excellent written and verbal communication skills tailored to various audiences.

• Strong grasp of technology and its utilization in improving customer experiences.

• Demonstrated ability to identify and implement process improvements.

• Capability to work within established data management systems and procedures.

• Dedication to personal growth and fostering the growth of others.

• Flexibility: Ability to thrive in a fast-paced, dynamic environment and effectively prioritize tasks.

• Strong problem-solving abilities with a proactive approach to identifying and addressing challenges, to drive improvements to the customer journey.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!