About This Role
Summary of the role
The Journey Transformation Lead is responsible for driving the strategic evolution and improving the customer journeys within the scope of Pensions Money out Utility, ensuring seamless experience across various touchpoints.
This role can be based in Liverpool, Bristol or Edinburgh.
What you'll be doing
- Customer journey mapping identifying pain points and opportunities for improvement
- Ensure that all customer journey initiatives are seamlessly integrated across accounts, resulting in a consistent and unified experience.
- Data driven insights by using analytics to refine and optimize customer interactions
- Engage with stakeholders at all levels to secure buy-in, align on objectives, and communicate the impact of journey transformations.
- Conduct and facilitate workshops with Business Subject Matter Experts (SMEs) to extract detailed information on current and future processes at each touchpoint.
- Collaborate with Business SMEs to design comprehensive and unified customer journeys that meet the strategic objectives of the organization.
- Analyse customer interaction data to derive actionable insights on customer behaviour and preferences, informing journey improvements.
- Lead and coordinate cross-functional teams to ensure that journey transformation efforts are collaborative, efficient, and effective.
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness of journey transformations and make data-driven decisions.
What we're looking for
- Computer Literate, e.g. ability to use Excel, Word, PowerPoint, Outlook, Complaints Database
- In-depth knowledge of pensions regulations and Industry best practises
- High Level of integrity and professionalism
- Strong problem-solving skills
- Managerial experience
- Highly organised
- Control & governance focussed
- Technical Proficiency
- Customer-Centric Mindset
- The ability to make decisions and judgements
- Conflict Resolution
- Team Working Skills
The hiring manager to contact is: Hemanth Thukkaram
Email: hemanth.thukkaram@dgaviva.com
Apply for this role