Customer Journey Manager BA

Job Title: Lead Customer Journey Manager (Business Analyst) Location: Leeds (Hybrid - 2 days in the office per week)Rate: Up to £600 per day (Umbrella)Contract Duration: 6 months with potential for extension

Join Our Change Delivery Team!

Are you ready to make a significant impact in the world of customer experience? An exciting opportunity awaits you as a Customer Journey Manager within our Modern Workplace Platform! If you're passionate about enhancing user experiences and driving continuous improvement, we want to hear from you!

About Us: Our Modern Workplace is at the forefront of providing cutting-edge tools and technology to our colleagues. We pride ourselves on understanding their unique needs, ensuring we deliver a first-class user experience and IT support. As part of our Change Delivery Team, you will play a pivotal role in shaping the customer journey and ensuring that our colleagues have the best experience possible.

What You'll Do: As the Lead Customer Journey Manager, your responsibilities will include:

• Understanding Customer Journeys: Dive deep into the end-to-end customer journey, identifying pain points and opportunities for improvement.
• Creating Customer Journeys and Process Maps: Lead the design and documentation of customer journeys that reflect our commitment to excellence.
• Integrating Insights: Gather insights from various data sources and systems to enhance our understanding of customer journeys.
• Evaluating Effectiveness: Continuously assess the effectiveness of our journeys from both customer and business perspectives.
• Building Alignment: Foster collaboration across cross-functional teams, ensuring everyone is aligned to deliver an exceptional customer experience.

Skills We're Looking For: To thrive in this role, you should possess:

• Collaboration Skills: Excellent stakeholder management and storytelling abilities. A background in financial services is a plus!
• Agile Methodologies: Proficiency in JIRA and Confluence to manage projects effectively.
• Technical Proficiency: Strong skills in Excel (basic formulas) and Power BI, along with experience in customer journey mapping (e.g., Figma) and business process modelling (e.g., Visio).
• Problem-Solving Aptitude: A knack for problem-solving, with knowledge of the Platform Change Framework (PCF) to drive success.

Why Join Us?

• Impactful Work: Shape the customer experience and contribute to meaningful change.
• Collaborative Environment: Work alongside passionate professionals who are dedicated to excellence.
• Flexible Work Options: Enjoy a hybrid work model that promotes work-life balance.

If you're ready to take the lead in enhancing customer journeys and making a real difference, we want to hear from you!

How to Apply: Interested candidates are encouraged to submit their CV and a brief cover letter outlining their relevant experience. Join us on this exciting journey and help us create exceptional experiences for our colleagues!

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. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.