Customer Journey Manager

Role responsibilities: 

Understand: 

• Independently understands the end-to-end journey  

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey 

• Works with limited supervision and lead on Customer Journey and process maps (e.g Visio) 

Optimise: 

• Continually evaluates the effectiveness of the journey from a customer and business perspective 

• Displays a continuous improvement mindset to their journey 

Orchestration: 

• Coordinate cross functional alignment on journeys 

• Understand cross-functional context and build alignment as needed 

• 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 . 

• Responds to individual and team objectives and invests in improving personal performance by growing own skills and capabilities, coaching others when . 

• 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.