Customer Journey Manager/Product Owner - Retail Banking

Customer Journey Manager/Product Owner sought by leading financial services organisation based in Bristol.

**Inside Ir35 - Umbrella - 2 days a week onsite**

The Customer Journey manager is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Design and Engineering to ensure the intended user experience, and journey process design, is accurately represented.

Specific Accountabilities:

• Independently understands end to end journey
• Integrates insights and knowledge from disparate data, processes
• and systems which are relevant to the Customer Journey
• Works with limited supervision and lead on creating Customer
• Journey and process maps (e.g. Visio).

Optimise

• Continually evaluates the effectiveness of the journey from a
• customer and business perspective
• Displays a continuous improvement mindset to their journey

Orchestration

• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

General

• Build relationships with stakeholders, operating models, good working culture, lots of people to learn from - comes in and identifies area's of concerns.
• Confident/motivated, looking for someone to challenge old processes, simplify processes - not creating technical debt
• Someone independent, good team currently, deal with business areas
• Built operation models, general ledgers, internal accounts are set up.
• No system upskilling, need a decent working knowledge of Excel, Jira.

Please apply within for further details or call on

Alex Reeder

Harvey Nash Finance & Banking