Business Analyst/Customer Journey Manager 6 Month Contract Halifax or Leeds (2 days per week) Job Purpose The BA/CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented. Role responsibilities: Understand: Independently understands the end-to-end journeys within Homes. Works with limited supervision and lead on changes to Customer Journey and process maps (e.g Visio) for Business Led change. Optimise: Ensures that any business led changes to the journey will work end to end from a customer and business perspective Orchestration: Coordinate cross functional alignment on journeys Understand cross-functional context and build alignment as needed 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. Note - if you do not hear back within 48 hours of applying, please assume you have been unsuccessful on this occasion, however, we will have your CV and contact details on files should something more suitable arise