Job title: Customer Journey Manager

Location: Edinburgh

Salary: Pay Group 3E

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About the role:

Reporting into the Lead Customer Journey Manager, you'll be responsible for understanding and optimising the Adviser journeys through mapping and data analysis. In addition, you'll also play a crucial role in product development; working with the Product Owner and the broader product feature teams (Engineering, QA) to take journey opportunities and Product change through from discovery work to launch, with a focus on technology.

What you’ll do:

• Create customer journey and cross functional process maps, documenting both technology and business journeys using tools such as Visio and Figma.
• Document complex journeys for external customers (Advisers, Paraplanners) and internal customers such as Operations, using appropriate analysis techniques.
• Identify steps and problems across complex investment journeys (e.g. in-specie transfers, buying and selling investments and onboarding).
• Assess and optimise journeys using insights from relevant data, processes, and systems from both customer and business perspectives.
• Lead workshops and cross functional meetings on journey mapping and journey improvements.
• Translate journey opportunities and product change into well-documented deliverables for technical feature team using appropriate formats such as user stories.
• Participate in Agile ceremonies and lead them where appropriate.
• Collaborate with the broader product feature team members across Engineering and QA.
• Identify, extract and analyse data to assess customer journeys or processes.
• Lead and influence partners across various roles and levels of seniority, presenting effectively with both technical and business roles alike.

What you’ll need:

• Proven experience in a Customer Journey Manager role or a similar role (e.g. Senior Business Analyst)
• Proven experience working with Adviser or Wealth Management platforms, including extensive working knowledge of wrapper products (ISA, SIPP, GIA) and the trade lifecycle.
• Extensive experience mapping customer journeys or processes using industry standard tools such as Visio or Figma or Draw.io.
• Experience working in an Agile environment such as Scrum, including participating in and running ceremonies such as refinements, and of creating Agile artifacts (e.g. user stories, acceptance criteria).
• Proficient in data analysis, capable of evaluating customer journey performance and deriving insights from data to improve customer experiences.

About working for us

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Apply today and find out more.