Customer Journey Manager

Adecco; Leeds; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Journey Manager to join their Change Delivery Team in Leeds. This role focuses on optimizing customer experiences and journey effectiveness, requiring collaboration with various teams including Product and Design. The ideal candidate will possess strong stakeholder management and agile skills, contributing to the company's mission of delivering exceptional user experience through modern technology. A generous benefits package and commitment to diversity make this an attractive opportunity.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

30 days' holiday plus bank holidays

Wellbeing initiatives

Generous parental leave policies

Qualifications

• Strong collaboration and problem-solving skills with agile experience.
• Proficient in tools like JIRA and Confluence.
• Experienced in customer journey mapping and process modeling.

Responsibilities

• Independently understanding and creating Customer Journeys end to end.
• Integrating insights from varied data and evaluating journey effectiveness.
• Collaborating across functions to ensure journey alignment and optimization.

Skills

Collaboration

Stakeholder Management

Storytelling

Agile Methodologies

Effective Communication

Problem Solving

Customer Journey Mapping

Tools

JIRA

Confluence

Excel

PowerBi

Figma

Visio

Job description

Job Title: Customer Journey Manager

Location: Leeds

Duration: 6 Months (Possibilty of extension)

About the Role:

An exciting opportunity has arisen to join our Change Delivery Team as a Customer Journey Manager within our Modern Workplace Platform!
Modern Workplace is an enabling platform that provides the latest Tools & Technology to our colleagues. We pride ourselves on understanding the individual needs of our colleagues and use this knowledge to offer first class User Experience and IT support.

Our Customer Journey Managers (CJMs) play a crucial role in Understanding, Orchestrating and Optimising Journeys while ensuring the needs of the Customer remain at the forefront of our decision making.
CJMs are responsible for continuous improvement of journeys and for orchestrating cross functional boundaries to ensure journey effectiveness. Our CJMs work collaboratively with Product, Design and Engineering teams to ensure the intended user experience, journey or processes are accurately represented.

Responsibilities:

As a Lead Customer Journey Manager, you will be responsible for;
Independently understanding Customer Journeys end to end.
Leading the creation of Customer Journeys and Process Maps
Integrating insights and knowledge from disparate data, processes and systems which are relevant to the Customer Journeys
Continually evaluating the effectiveness of our journeys from both a Customer and Business Perspective
Understanding cross-functional context and building alignment as needed.

'Skills Were Looking For'
Strong collaboration, stakeholder management, and storytelling skills.
Proficient in agile methodologies, JIRA, and Confluence.
Skilled in Excel with basic formulas and PowerBi. Effective communication abilities.
Experienced in customer journey mapping (e.g., Figma) and modelling business processes (e.g., Visio)
Adept at problem-solving and knowledgeable in Platform Change Framework (PCF)

About working for us:

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares.
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

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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