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SalaryJob Introduction
Notting Hill Genesis, one of London’s biggest housing associations, is seeking a Customer Journey Manager. We’re changing how we do things for customers and this role will be at the heart of that change. Our values and social purpose are what drives us forward so we’re seeking candidates who believe in putting the customer first.
As a Customer Journey Manager, you’ll be instrumental in helping us meet the objectives of our Better Together strategy by understanding, shaping, and optimising journeys to deliver excellent customer experiences aligned with our vision. Working closely with colleagues across departments at NHG and with our residents, your focus will be on the things that customers have told us matter most- repairs and maintenance, paying rent, bills, and service charges, and the home lifecycle. You’ll be joining us at a really exciting time and will be part of a new Customer Journey and Insight team within Customer Experience and the wider Operations department.
Are you inspired to join us? Learn more about the Customer Experience team in our recruitment pack.
Main Responsibility
As a Customer Journey Manager, you will design, lead and refine the entire Customer Journey. Your key responsibilities will include:
- Developing a comprehensive journey mapping framework, capturing every touchpoint, emotion, and interaction for continuous improvement.
- Demonstrating expertise in Customer Journey mapping, design thinking, and co-creation methodologies.
- Collaborating with cross-functional teams to roll out journey-based enhancements, driving and owning improvement to make a real difference, ensuring fluid transitions and consistent experiences across all touchpoints.
- Utilising communication skills for facilitating workshops, engaging stakeholders, and presenting insights.
- Analyse, interpret, and present insights, making recommendations aligned with organisational objectives.
- Effectively line manage, lead, motivate and develop a Customer Journey Designer responsible for the design and mapping of Customer Journeys in line with NHG's management behaviours to get the best out of staff and promote a high performing culture.
The Ideal Candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Essential:
- Deep knowledge of Customer Journey mapping, design thinking, and co-creation methodologies.
- Experience in enhancing Customer Journeys, preferably within the housing sector.
- Robust analytical skills for deriving insights from resident feedback and behavioural data.
Desirable:
- Stellar communication skills, proficient in facilitating workshops and presenting insights.
- Passion for understanding customer needs, coupled with creativity to address challenges innovatively.
What’s in it for me?
At Notting Hill Genesis, you will have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity and adoption pay - we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
- Interest free loans: season ticket loan, tenancy deposit loan and training loan
- Cycle to work scheme
- Life Assurance x 4 annual salary
Selection process
Step 1 If you are interested, please submit your application now
Step 2 Successful candidates will be asked to prepare a presentation
Step 3 Successful candidates will be invited to interview
Please apply for this role with us online. If you are not able to apply online or if you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk to discuss your requirements.
Please note that we reserve the right to close this vacancy early if we receive sufficient applications, so we advise you to apply at your earliest opportunity.
About the Company
Notting Hill Genesis is one of the largest housing associations in London and the South East, providing over 60,000 homes and employing around 1,500 staff. We provide homes across a range of tenures and are committed to delivering affordable housing to all.
For more information on what we do and what makes use different, please visit: NHG Careers
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://www.nhg.org.uk/careers/diversity-is-our-strength/
To find out more about Diversity and inclusion at NHG, please visit our website.
