You probably started your career in a customer-facing role and became more and more dedicated to trying to improve the customer experience. Finding little processes that you could change or acted on the feedback you heard from customers every day.

You progressed further and found that you enjoyed getting involved in the bigger projects and using your insights to make change on a much bigger scale.

Sound like you and you're ready to take on a more strategic role? If so, we’d love to hear from you 

Every customer matters to us and we have a relentless focus on improving the customer experience. Joining this team will enable you to experience a variety of roles and develop your career in TalkTalk. In return for your passion, effort, and commitment you will get investment in your development and the chance to be part of our exciting change.

The role will form part of the Service Assurance Team who are responsible for the customer onboarding and repair customer journeys. We are revolutionising our approach to these journeys to create a simple and effortless experience for our customers.

The Customer Journey Manager will…

• Work closely and collaboratively with stakeholders to ensure they understand current customer journeys and where improvements can be made
• Develop a deep understanding of TalkTalk consumer provision/repair processes and system workflows through analysis, root cause, and process modeling.
• Define journeys for new products delivered within TalkTalk (Fiber to the premise, gFast).
• Perform the design or redesign of business processes to improve operational efficiency.
• Analyse, implement, and update processes to ensure all departmental goals are met.
• Analyse the effectiveness of current business and system processes in order to develop and improve workflow effectiveness.
• Identification of long-term improvements that fundamentally change the customer experience when interacting with TalkTalk through their channel of choice.
• Define tracking and reporting requirements so you can manage the performance of our service assurance journeys.

As a recognized Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.