Customer Journey Manager

Job title: Customer Journey Manager

Location: Edinburgh (Hybrid - Office twice a week)

Contract Length: 6 months (Potential for extensions)

Daily Rate: 475.00 (Umbrella)

Are you passionate about optimising customer experiences? Do you thrive in collaborative environments where your insights can make a real difference? If so, we want to hear from you! Our client is seeking a dynamic Customer Journey Manager to join their team and elevate their platform experience to new heights.

Role Overview: As a Customer Journey Manager within the Intermediary Platform Savings Lab, you will play a pivotal role in analysing and optimizing the end-to-end journeys on our client's platform. Your primary focus will be on enhancing the experience for operational colleagues, while also positively impacting advisors and clients. You'll collaborate with a diverse team of Product, Engineering, Technology and Operations experts to ensure every user interaction is seamless and exceeds expectations.

Key Responsibilities:

Journey Mapping & Design:

• Create comprehensive as-is and to-be journey maps to support in-flight releases.
• Collaborate with Product and Technical Application Specialists to ensure designs reflect the intended user experience.
• Work with UI/UX colleagues to develop an omni-channel view of key customer journeys.

User Understanding & Insight:

• Utilise qualitative and quantitative insights to identify opportunities for improvement.
• Integrate insights from various data sources to provide a holistic view of customer journeys.

Journey Optimization & Continuous Improvement:

• Identify and prioritise key customer journeys for analysis.
• Design and promote improvement initiatives based on customer and operational impact.
• Continuously assess journey performance from both customer and business perspectives.

Key Skills & Capabilities:

Core Skills:

• Strong user-centric mindset with the ability to represent customer needs in complex environments.
• Proven experience in journey mapping and service design across multiple channels and systems.
• Excellent analytical skills to synthesize insights from data, research, and stakeholder feedback.
• Outstanding stakeholder management and influencing skills across diverse teams.

Delivery & Ways of Working:

• Experience working in agile, product, or change delivery teams.
• Ability to support prioritization and decision-making using customer impact and evidence.
• Comfortable facilitating workshops, ceremonies, and alignment sessions.

Why Join Us?

• Impact: Your work will directly enhance customer and operational experiences.
• Collaboration: Work alongside talented colleagues in a supportive and innovative environment.
• Growth: This is a fantastic opportunity to develop your skills and advance your career in customer journey optimisation.

If you're excited about this opportunity and believe you have what it takes to make a significant impact, we would love to hear from you! Apply today and take the next step in your professional journey.

We can't wait to see how you'll shape our client's customer experience!

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.

Please be advised: if you haven't heard from us within 48 hours, then unfortunately your application has not been successful on this occasion. We may, however, keep your details on file for any suitable future vacancies and contact you accordingly.

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.