Customer Resolution & Journey Consultant
We are hiring a Customer Resolution & Journey Consultant to diagnose onboarding and adoption bottlenecks within a regulated utility environment and convert real customer friction into structured, actionable insight.
This is not a contact centre role. It is an evidence-led diagnostic position embedded within a wider digital and operational transformation programme.
Location
Manchester, Bradford or Leeds
Hybrid, with travel to Bradford as required (3 days)
The Role
You will investigate cases where a customer's onboarding or journey progression has stalled and identify blind spots within process, workflow, ownership or system configuration.
You will:
Lead structured conversations to clarify what happened vs what should have happened
Reconstruct full journey timelines across systems, teams and handoffs
Identify breakdowns in workflow, unclear ownership, missing data, system triggers or communication gaps
Gather structured evidence and produce concise, Business Analyst-ready case packs
Highlight recurring bottlenecks affecting onboarding and adoption
Provide weekly insight into systemic blockers and failure patterns
Close the loop with clear next steps and accountable ownership
This role turns individual friction points into programme-level improvement actions.
What We're Looking For
Strong structured questioning and diagnostic thinking
Experience handling complex escalations or sensitive cases
Excellent written documentation and evidence summarisation
Ability to think in processes, workflows and handoffs
Comfortable working cross-functionally with Business Analysts, product teams and operational leads
Ideally, you will have:
Been part of projects implementing new systems, CRM platforms, workflow tools or process improvements
Contributed to system rollouts, change initiatives or service transformation work
Experience feeding frontline insight back into programme or improvement teams
Utilities experience is helpful but not essential. Experience working in regulated, structured environments is more important.
Why Join
You will work on customer journeys that directly impact live projects and regulated outcomes, contributing to measurable onboarding improvements and broader transformation initiatives.
To apply, send your CV and optionally include a short example of how you would summarise a stalled onboarding case, the evidence you would gather, and how you would report it for improvement action