Customer Journey Manager
Halifax or Leeds (Hybrid working)
6 Month Contract (Scope for further extensions)
Job Description
The CJM plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The Customer Journey Manager 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. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
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.
Key Accountabilities
Understand
Understands end to end journey with support
Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
Works with supervision and lead on Customer Journey and process maps (e.g Visio)
Optimise
Continually evaluates the effectiveness of parts of the journey from a customer and business perspective
Often displays a continuous improvement mindset to their journey
Orchestration
Coordinate cross functional alignment on journeys
Understand cross-functional context and build alignment as needed
Key Skills
Customer insights - Draws valuable insights from data sources and reports, translating data into requirements (e.g., personalised engagement approaches) and shares findings with the relevant team. Appreciates how customers' needs evolve over time and uses this to develop a comprehensive view of different customer segments.
Problem Solving - Evaluates options and uses experience to find the most suitable solution, applies own judgement and creates an appropriate decision-making criterion to help prioritise options. Uses internal and external frameworks for inspiration.
Stakeholder Management - Builds positive stakeholder relationships to support own and team's work. Independently manages stakeholder expectations with regular updates of work and potential risks/issues.
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