Summary
Job Description
Customer Journey Manager
Location: Leeds, Thorpe Park, Hybrid
But enough about us. Let's talk about your new role with Lowell.
As Customer Journey Manager, you will be responsible for the end-to-end customer journey in all customer facing channels including Voice, Written, Live Chat and Digital both internal and external to Lowell Financial. You will also be accountable for ensuring that Regulated or critical business processes drive improved business performance to achieve our Vision & Purpose.
Some of your key accountabilities and responsibilities:
1. Setting the strategic vision and intent using industry best practice, regulatory insight and subject matter expertise to deliver our overall LFL strategic goals
2. Ensuring policies and processes are executed correctly across all channels (internally and externally)
3. Responsible for all process management information and setting Service Level Agreements (SLA’s) while holding those executing them accountable for delivery through regular process performance reviews and appropriate MI/dashboards/Governance
4. Ensuring that risks are known, managed within risk appetite, and are regularly reviewed in line with risk framework including the setting and management of effective controls
5. Improving standards and driving strategic goals by delivering Green Audits and ensuring all audit actions are delivered on time (2nd line, 3rd line, clients)
6. Responsible for setting the Vision and Goals for specific Squads and working with Scrum Masters to deliver to agreed timelines
7. Delivery of agreed business benefits and services through effective management of Squad resources
What do we need from you?
8. Strong written and verbal presentation skills at Executive Level
9. Experience of setting and manging strategic vision and goals
10. Customer Journey or Process management experience, including lean and other skill sets
11. Operational risk management expertise
12. Experience of working in a customer facing operational environment either at Leadership level or with regulatory responsibility
13. Ability to build strong and effective working relationships with a variety of key stakeholders to drive results
14. Ability to work under pressure to make fair, consistent, and objective judgements and decisions that stand up to rigorous interrogation
15. Ability to review and analyse data to monitor trend and identify root cause
16. Experience of Agile delivery methodology preferred but not essential
An exciting career is much more than just a salary. We also understand that everyone, regardless of culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, can contribute to our goal to make credit work better for all. Our strength is in our people.
So, at Lowell we have a range of benefits that include:
17. A discretionary annual bonus for a job well done.
18. 28 days holiday with an option to purchase five more. Plus bank holidays on top.
19. 3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
20. A fantastic culture with more little perks along the way including flexible working, family leave and recognition awards.
21. Wellbeing support, including THRIVE sessions, trained support officers, and regular webinars and classes geared towards mindfulness.
At Lowell, together we go further. Once you get here, you’ll still be going places.