The Customer Journey Specialist will…

Identify Change Opportunities

• Understand business priorities and objectives.
• Analyse business processes, performance or customer feedback to identify opportunities for tactical or strategic change.
• Walk the floor, listen and engage with agents and the operational teams to understand pain points and areas of frustration.
• Problem solving and root cause identification skills.

Implement Operational Change

• Lead for Operational teams on new product introduction to ensure changes are delivered successful into life
• Working with operational managers to embed changes within the business.
• Management of system / design bugs.
• Work closely with our analytics teams to define tracking and reporting requirements so you can manage the performance of your products.

Deliver Strategic Change

• Support of customer journey manager initiatives.
• Complete the business requirement specifications (or agile form (features, user stories) ensuring transparency & sign off by the business / Product owner.
• Undertake impact assessment of changes on processes and new product launch to achieve planned benefits.
• Continually ensure any system requirements and design remain aligned with business requirements, acting as a conduit between business and technology.

As a recognised 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.