Process Engineer- Customer Journey Optimization Manager

Talan; Greater London; On-site; GBP 55,000 - 70,000; Full time

Job summary

A leading consulting firm is seeking a Process Engineer to focus on optimizing customer journeys within Business Banking. This role involves developing strategies for continuous improvement, engaging stakeholders, and applying Lean Six Sigma principles to enhance customer experiences. The ideal candidate should possess banking experience, strong programme management skills, and the ability to drive change independently. Competitive salary and benefits available.

Benefits

Investment in training and development

Monthly social events

Regular team lunches

Qualifications

• Experience in managing, leading, and undertaking planning, risk, and issue management.
• Background in banking is essential for this role.
• Must possess Lean Six Sigma qualifications and skills.
• Comfortable working with business partners and delivering stakeholders' needs.
• Demonstrated expertise in process engineering and process automation.

Responsibilities

• Develop a strategy for optimizing customer journeys in Business Banking.
• Work with Lean and Agile methodologies to enhance change management.
• Communicate effectively with senior stakeholders and manage key governance groups.
• Utilize Lean Six Sigma principles for customer journey optimization.

Skills

Programme Management skills

Banking experience

Lean Six Sigma skillset and qualifications

Strong stakeholder management skills

Expertise in Process intelligence

Self-starter

Job description

Company Description

For more than 20 years, Talan has been advising companies and administrations, supporting them, and implementing their transformation projects in the UK and abroad. With a presence on four continents and a headcount of 6000 consultants, our ambition is to reach a billion turnover by the end of 2025.

In the UK, Talan counts 500 employees on several sites, the main being: London, Birmingham, Edinburgh and Chester, Leeds.

Job Description

Process Engineer- Customer Journey Optimization Manager.

As part of the Process Intelligence and Automation Team, you will have a fantastic opportunity to work on various cutting‑edge automation technologies, with access to some of the finest clients in Investment Banking, Energy and Legal Sectors – on challenging and exciting projects.

Our consultants are at the heart of everything we do. We invest heavily in the training and development of our team, hold monthly socials in each region, and regular lunches to catch‑up with teams on site.

This role is to develop a clear strategy for continuous improvement of the customer journeys. This involves identification, prioritization and optimisation of customer journeys across Business Banking propositions, coordinating operational implementation and post‑implementation control.

Customer journeys are critical to deliver optimum customer service, enabling a seamless customer experience of business banking servicing.

• Experienced change manager: highly organised with strong attention to detail
• Work with a Lean and Agile mindset, re‑prioritising strategic focus where required
• Business leader: ability to work autonomously; drive change; and own major deliverables which directly impact customers.
• Excellent communicator: Manage senior stakeholders; lead key governance/working groups; engage with multiple areas of the business.
• Develop a strategy and implementation approach to identification, prioritisation and optimisation of customer journeys across Business Banking propositions
• Utilise Lean Six Sigma principles to deliver optimised customer journeys for Business Banking customers.

Qualifications

• Programme Management skills e.g. Managing, leading and actively undertaking planning, risks & issues management
• Banking experience is a must
• Lean Six Sigma skillset and qualifications
• Strong stakeholder management skills and comfortable working alongside Business and UKT delivery partners
• Expertise within Process intelligence e.g. Process Engineering, Process Automation.
• Clear evidence on how you implemented change and can explain why this change was made
• Self‑starter, who can work pro‑actively with minimum supervision