A great opportunity has arisen within the Segments & Propositions Platform for a Customer Journey Manager to work with an amazing team. Supporting product development by helping the Product Owner and team to understand and Customer Journeys, focusing on digital journeys and cross-functional integration. What do we do in Segments & Propositions? The Segments and Propositions Platform collaborate with the Customer & Commercial team to deliver exceptional value to our customers. The Digital Planning & Growth Lab are working hard to create a personalised and tailored digital experience, with the right products and services at our customers’ fingertips. Creating a Financial Planning Experience: We aim to provide our customers with intelligent tools such as Net Worth and Financial Health Check that harness existing data to help customers understand their current financial position. Life Events: We aim to personalise journeys to help customers navigate through complex life events, such as buying their first home. Customer Goals: We focus on delivering experiences that help customers achieve their financial goals and priorities. Grow & Protect: We develop tailored digital experiences for Investments, Pensions, and Protection to meet individual customer needs., Get a rare and exciting opportunity to be part of something that, as we look back in four or five years, you could say ‘you were there.’ The chance to be integral to new business area and a new proposition that will better serve a set of customers we have today. We understand not everyone fits perfectly into one job profile. We support your aspirations and interests by exposing you to our diverse portfolio.
Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.Key Responsibilities
- Independently understands the end-to-end customer journey(s).
- Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.
- Works with limited supervision and lead on the creation and management of Customer Journey (e.g. Figma) and process maps (e.g. Visio).
- Continually evaluates the effectiveness of the journey from a customer and business perspective.
- Displays a continuous improvement mindset to their role.
- Coordinate cross functional alignment on journeys.
- Understand cross-functional context and build alignment as needed.
- Helps to maintain a constant pipeline of new ideas and optimisations that feed into a healthy backlog.
- Initiates and drives discovery around new propositions.
Key Skills & Qualifications
- Customer Insights – Drawing valuable insights from data sources and reports, translating data into requirements and sharing findings with the relevant team. Appreciates how customer needs evolve over time and uses this to develop a comprehensive view of different customer segments.
- Customer Centricity – Promoting the value of customer outcomes with team and peers and ensures work efforts to achieve these. Anticipates customers’ needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
- Critical Thinking – Using a systematic approach to derive the best solution, with awareness of biases. Explains and prioritises problems, and their possible solutions with colleagues and other stakeholders, even engaging in difficult conversations as required. Takes action to define, plan and implement, the best solution, setting up and leading a team as required.
- And you’ll influence positively – demonstrating the right values and behaviours and encouraging this in team members.
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 were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. We’re disability confident. xwzovoh So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
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