Job Title: Customer Journey Manager

Location: Leeds

Duration: 6 Months (Possibilty of extension)

About the Role

An exciting opportunity has arisen to join our Change Delivery Team as a Customer Journey Manager within our Modern Workplace Platform! Modern Workplace is an enabling platform that provides the latest Tools & Technology to our colleagues. We pride ourselves on understanding the individual needs of our colleagues and use this knowledge to offer first class User Experience and IT support.

Our Customer Journey Managers (CJMs) play a crucial role in Understanding, Orchestrating and Optimising Journeys while ensuring the needs of the Customer remain at the forefront of our decision making. CJMs are responsible for continuous improvement of journeys and for orchestrating cross functional boundaries to ensure journey effectiveness. Our CJMs work collaboratively with Product, Design and Engineering teams to ensure the intended user experience, journey or processes are accurately represented.

Responsibilities

As a Lead Customer Journey Manager, you will be responsible for:

• Independently understanding Customer Journeys end to end.
• Leading the creation of Customer Journeys and Process Maps
• Integrating insights and knowledge from disparate data, processes and systems which are relevant to the Customer Journeys
• Continually evaluating the effectiveness of our journeys from both a Customer and Business Perspective
• Understanding cross-functional context and building alignment as needed.

Requirements

Skills we're looking for include:

• Strong collaboration, stakeholder management, and storytelling skills.
• Proficient in agile methodologies, JIRA, and Confluence.
• Skilled in Excel with basic formulas and PowerBi.
• Effective communication abilities.
• Experienced in customer journey mapping (e.g., Figma) and modelling business processes (e.g., Visio)
• Adept at problem-solving and knowledgeable in Platform Change Framework (PCF)

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

We offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares.
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

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. The Adecco Group UK & Ireland is an Equal Opportunities Employer.