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Job Title: Customer Journey Manager (Business Analyst)
Location: Chester (Onsite 2 Days per Week)
Hours: Full Time
Salary: 75,000 - 80,000 Annually + 5% Bonus
About Us:
Join an innovative organisation in the Consumer Finance sector, where we prioritise seamless customer and colleague experiences across our cards and loans products. Our Chester-based Credit Cards Lab is looking for a dynamic Customer Journey Manager to help us elevate our customer interactions and create exceptional journeys.
About the Role:
As a Customer Journey Manager, you will be at the heart of product development. You'll assist the Product Owner and the broader team in understanding and orchestrating customer journeys, with a focus on technology integration and cross-functional collaboration. Your main goal? To ensure our customers' needs are always prioritised.
Key Responsibilities:
- Customer Experience Optimisation: Understand and enhance the end-to-end customer experience, making sure it's effective and user-friendly.
- Collaborative Insight: Work closely with Product, Engineering, and third-party teams to ensure that our journey design meets the intended user experience.
- Continuous Improvement: Drive ongoing enhancements to the customer journey by leveraging insights and data analysis.
Key Skills Required:
- Customer Centricity: Champion customer outcomes and anticipate needs to deliver targeted, outcome-focused solutions.
- Problem Solving: Lead teams to implement effective solutions, planning from inception to completion while keeping stakeholders informed.
- Stakeholder Management: Build and maintain strong relationships, facilitating discussions to resolve conflicts and achieve consensus.
- Innovative Mindset: Embrace change and technological advancements, inspiring others to do the same.
- Growth Learning Mindset: Open to new experiences and continuous personal and team development.
Highly Desirable Experience:
- Knowledge of credit card products and systems
- Experience within banking industry
- Knowledge of instalment features e.g. Klarna
- Experience with regulatory change initiatives and governance
- Familiarity with Agile methodologies, particularly Jira and Confluence
- Skills in process diagram creation and data integration for journey mapping
Why Join Us?
- Be part of a forward-thinking organisation that values creativity and innovation.
- Collaborate with talented professionals dedicated to transforming the customer experience.
- Enjoy a competitive salary and benefits package, including a 5% bonus.
- Work in a vibrant Chester location, with flexible onsite arrangements.
If you are enthusiastic about improving customer journeys and possess the necessary skills to make a significant impact, we want to hear from you! Bring your energy and expertise to our client and help us shape the future of customer finance.
Apply Today!
Help us create seamless experiences that make a difference in the lives of our customers. Your journey begins here!
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.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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