Utilities Customer Journey & Transformation Consultant

GCS Recruitment; United Kingdom; Hybrid; GBP 52,000 - 65,000; Full time

Job summary

GCS Recruitment is seeking a Business Transformation/Customer Journey Consultant for a 6-month contract, outside IR35, with a well-known utilities client. The role focuses on customer journey mapping, process mapping, service design, and operating model design to drive transformation.

The candidate will facilitate workshops with senior stakeholders, perform gap analysis and prioritisation, and support change management and implementation planning, on-site in Surrey two days per week.

Qualifications

• Experience in customer journey mapping and process mapping.
• Strong understanding of customer experience and service design.
• Background in business transformation and operating model design.
• Ability to facilitate workshops with senior stakeholders.

Responsibilities

• Lead customer journey and process mapping initiatives.
• Define and prioritise gaps, and support transformation planning.
• Design and align operating models for target architectures.
• Coordinate with senior stakeholders to drive change and adoption.

Skills

Customer journey mapping

Business process mapping

Customer experience

Service design

Business transformation

Operating model design

Facilitating workshops

Gap analysis

Change management

Job description

GCS Recruitment is seeking a Business Transformation/Customer Journey Consultant for a 6-month contract, outside IR35, with a well-known utilities client. The role focuses on customer journey mapping, process mapping, service design, and operating model design to drive transformation.

The candidate will facilitate workshops with senior stakeholders, perform gap analysis and prioritisation, and support change management and implementation planning, on-site in Surrey two days per week.