Process Engineer- Customer Journey Optimization Manager

Talan; London; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading consulting company seeks a Process Engineer - Customer Journey Optimization Manager to enhance business banking services through effective customer journey strategies. This dynamic role involves stakeholders engagement and employing Lean Six Sigma methodologies, demanding strong initiative and expertise in process improvement.

Benefits

Training and development opportunities

Monthly socials and team lunches

Qualifications

• Programme management skills including planning, risk, and issues management.
• Experience in banking is essential.
• Expertise in Process Intelligence, Engineering, and Automation.

Responsibilities

• Develop clear strategy for improving customer journeys across Business Banking propositions.
• Utilize Lean Six Sigma principles for customer journey optimization.
• Engage with multiple business areas and manage senior stakeholders.

Skills

Change Management

Stakeholder Management

Process Optimization

Lean Six Sigma

Education

Lean Six Sigma Qualification

Banking Experience

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 across several sites, including London, Birmingham, Edinburgh, Chester, and Leeds.

Job Title: Process Engineer - Customer Journey Optimization Manager

As part of the Process Intelligence and Automation Team, you will work on various cutting-edge automation technologies, serving some of the finest clients in Investment Banking, Energy, and Legal Sectors on challenging projects.

Our consultants are central to our success. We invest heavily in their training and development, organize monthly socials in each region, and hold regular lunches for team catch-ups.

This role involves developing a clear strategy for the continuous improvement of customer journeys, including identification, prioritization, and optimization across Business Banking propositions, as well as coordinating operational implementation and post-implementation review.

Customer journeys are vital for delivering excellent customer service and ensuring a seamless experience in business banking services.

• Experienced change manager: highly organized with strong attention to detail
• Work with a Lean and Agile mindset, re-prioritizing strategic focus as needed
• Business leader: capable of working autonomously, driving change, and owning major deliverables impacting customers
• Excellent communicator: managing senior stakeholders, leading governance/working groups, engaging with multiple business areas
• Develop strategies and implementation plans for the identification, prioritization, and optimization of customer journeys across Business Banking propositions
• Utilize Lean Six Sigma principles to optimize customer journeys for Business Banking clients

Qualifications

• Programme management skills, including planning, risk, and issues management
• Banking experience is essential
• Lean Six Sigma qualifications and skillset
• Strong stakeholder management skills, comfortable working with Business and UKT delivery partners
• Expertise in Process Intelligence, Process Engineering, and Process Automation
• Proven experience in implementing change and explaining the rationale behind it
• Self-starter, proactive, able to work with minimal supervision