Customer Journey Manager (Agile Business Analyst)

Pontoon; Bristol; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A prominent employment consultancy in the UK is seeking a Customer Journey Manager to enhance customer experiences through effective journey mapping and integration of technology. The role demands expertise in agile methodologies, customer insights, and relationship management, ensuring customer needs are prioritized. This is a 6-month contract with a hybrid work model based in Bristol, offering a competitive day rate.

Qualifications

• Experience managing agile teams, delivering high-priority changes effectively.
• Strong ability to anticipate customer needs, ensuring work aligns with customer outcomes.
• Knowledge of data governance and compliance regarding customer data.

Responsibilities

• Independently understand and map the end-to-end customer journey.
• Integrate insights from disparate data, processes, and systems.
• Lead the creation of Customer Journey maps with limited supervision.

Skills

Agile Methodology & Tools

Customer Centricity

Customer Insights

Managing Key Relationships

Market Entry & Analysis

Product Delivery

Product Innovation & Development

Job description

Customer Journey Manager (Agile Business Analyst)

Duration: 6 Months (Possibility for extension)

Location: Bristol Harbourside / Hybrid (2 days per week on site)

Rate: A highly competitive Umbrella Day Rate is available for suitable candidates

Role Profile

As a Customer Journey Manager, you will assist the Product Owner and the product team in understanding, measuring, and orchestrating customer journeys. Your focus will be on integrating technology across functions to ensure our customers' needs remain at the forefront. You will work closely with colleagues in Product, Experience Design, and Engineering to ensure that the intended user experience is accurately represented and continuously improved.

Key Responsibilities

• Independently understand and map the end-to-end customer journey.
• Integrate insights from disparate data, processes, and systems relevant to the customer journey.
• Lead the creation of Customer Journey and process maps (e.g., Visio) with limited supervision.
• Continually evaluate the journey's effectiveness from both customer and business perspectives.
• Promote a continuous improvement mindset to enhance journey orchestration.
• Coordinate cross-functional alignment on customer journeys, building necessary consensus.

Skills & Experience

• Agile Methodology & Tools: Experience managing agile teams, delivering high-priority changes effectively.
• Customer Centricity: Strong ability to anticipate customer needs, ensuring work aligns with customer outcomes.
• Customer Insights: Knowledge of data governance and compliance regarding customer data. Experience standardizing data sources to provide innovative insights.
• Managing Key Relationships: Skilled in building and sustaining long-term relationships, resolving conflicts, and influencing outcomes at all levels.
• Market Entry & Analysis: Proficient in analysis methodologies, aligning them with the Group's objectives and strategies.
• Product Delivery: Ability to manage budgets and resources effectively to optimize product delivery.
• Product Innovation & Development: Forward-thinking with a keen eye on industry trends, leveraging technology for product development.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

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.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

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