CUSTOMER JOURNEY MANAGER – INFORM (Maternity Cover)| Ref MF284
Our client is currently seeking a Customer Journey Manager role in the Inform stage of the Customer Journey is an exciting opportunity to be part of the management team
This role will involve discovery of successful solutions to satisfy the customer need through experimentation of prototype and regular voice of the customer feedback channels
Facilitating product and process improvements that customers want in order for the customer experience to continually improve.
Leadership and development of people within area of responsibility to ensure objectives are achieved and corporate values are demonstrated, creating incentives that drive behaviour to ensure adherence to procedures and recognise strong performance levels within the teams, drive and monitor the activities of the Business Process Analyst which should also include the oversight of controlled changes to the processes.
Monitor statistics and trends across the organisation both to identify and recommend potential opportunities for process improvement and to ensure that continuous process improvement delivers customer focussed outcomes, maximise retention of existing business as well as attracting new by continually delivering an exceptional service as evidenced by feedback metrics.
Share experiences and successes are shared in order to break down silos and support the International strategy throughout all areas of the business, include evidence of appropriate control of changes being made, to ensure that the necessary resource, system and timescales are agreed and viable to facilitate successful process changes.
A successful candidate will possess a sound knowledge of the life assurance industry and associated business processes, knowledge of and practical experience of continuous process improvement, detailed understanding of MAPLE process improvement methodology, and experience of managing teams.
To discuss further, please call us on 01624 698900 or email email@example.com , quoting out reference MF284