Customer Journey Manager

End Date

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Job Description Summary

Job Description

Job Title: Customer Journey Manager

LOCATION(S): Hyderabad

Work mode - Hybrid

Exp - 8 to 17 years 

About this opportunity

As a Customer Journey Manager in the Finance Data Transformation Lab, you will be at the forefront of delivering transformational changes across all of our Journeys that support the end-to-end Finance data lifecycle. Your role will involve supporting the migration from our legacy on-premise architecture to new cloud-based architecture.

The CJM plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The CJM is responsible for understanding and optimising the end-to-end customer and data  experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
 

Key Accountabilities:

• Delivers prescribed outcomes for area of responsibility by working within established knowledge management systems.
• Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.
• Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.
• Delivers prescribed outcomes by working as directed within established data management systems and procedures.
• Writes and edits materials for a variety of target populations, tailoring the tone and content to match the needs and expectations of each audience.
• Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required.
• Responds to individual and team objectives and invests in improving personal performance by growing own skills and capabilities, coaching others when required.
• Delivers prescribed outcomes and/or supports others by carrying out designated research activities using existing systems and protocols.
• Analyses and evaluates the feasibility/relevance of proposals for complex products/services, then develops and amends as necessary with guidance from senior colleagues and/or supervises activities performed by a product development/specialist team.
• Meets customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team.
• Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.

What you'll need!

Ability to –

• Develop and/or deliver elements of a strategic planning system with guidance from senior colleagues.
• Independently understand the end-to-end data journey
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Work with limited supervision and lead on Customer Journey and process maps (e.g Visio)
• Continually evaluates the effectiveness of the journey from a customer and business perspective
• Display a continuous improvement mindset to their journey
• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
• Meet customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team.

Useful to have:

• Prior experience of agile delivery.
• Good understanding of Finance, including Cost Management and Data Management.
• Technical Literacy. Ability to grasp technical concepts and communicate effectively with technical teams.

Though this role description is drafted generically, it is actually for an LTC role in India which will support the Finance Data Transformation Lab in Finance Platform in the UK, reporting from a line management perspective into LTC. The role provides Change delivery services to the UK Lab.  While the activities and responsibilities of the role holder can be assignment managed (i.e. day to day task direction) as the Lab requires, the role holder remains an LTC colleague, and their line management remains in LTC.