Customer Journey Optimisation Manager

Capita Internal Resourcing
Runcorn, UK
19 Jun 2019
27 Jun 2019
Contract Type
Full Time
Customer Journey Optimisation Manager

Leeds, Rotherham (Dearne Valley) or Preston Brook (Runcorn)

£40k - £50k depending on experience + benefits

Becoming a Customer Journey Optimisation Manager with Capita:

We are currently looking to recruit an experienced Customer Journey Optimisation Manager to join our O2 Partnership based in either Leeds, Rotherham or Runcorn. Reporting to the Head of Journey Optimisation, you will matrix-manage multi-functional teams on complex improvement projects within the Consumer segment of O2's business. You will be expected to work across all customer contact channels with multiple stakeholders to identify and implement pioneering solutions which will drive the digital vision, improve the customer experience and reduce failure. The broad aims of Journey Optimisation is to drive reduction in failure demand, improve self-serve adoption and containment and shift contacts to digital channels while improving the customer experience.

What you will do:
  • At a segment level, developing multichannel customer journeys, working with the client and operational teams to turn them into detailed and deliverable service blueprints
  • Driving benefits delivery through a programme of improvement initiatives, quantifying customer experience and contact reduction
  • Applying creative techniques, such as customer journey mapping, in collaborative environments to innovate and improve the service experience
  • Identifying areas of opportunity to reduce/eliminate failure demand by thorough as is analysis of customer journeys and leveraging rich insight from the operation/customer
  • Manage the cost/benefit profile of each initiative within the Consumer portfolio
  • Design with data, working with our Insight and Innovation teams to overlay robust data and insight across journeys
  • Develop new self-serve capabilities to improve the customer journey
  • Work closely with other channels to remove failure demand and address containment e.g. retail, webchat
  • Root cause analysis of key drivers of failure calls and customer dissatisfaction ensuring we focus on the right areas to improve our business
  • Support transformation deliverables by feeding in requirements and customer journey designs
  • Develop failure demand measurement and surface into dashboards providing the ability to track the benefit of each change
  • Manage "quick win" continuous improvements surfacing through rich insight from operations

Your experience will include:
  • Experience working within a similar customer journey process improvement role
  • Comfortable working in virtual teams where a confident style needs to be balanced with diplomatic sensitivity
  • Six Sigma Green Belt or equivalent
  • Project Management experience - Prince 2
  • Experience other CI/ lean methodologies
  • Experience and knowledge of consumer and/or B2B in a telecoms sales and service function or similar
  • Experience working with qualitative and quantitative research
  • Flexible in accommodating a range of requirements when operating within these teams, with often shifting responsibilities during the project life-cycle
  • Experience in demanding senior client-facing positions
  • Strong writing and presentation skills
  • Well-informed regarding key digital and behavioural trends within the technology and service sectors
  • Ability to clearly articulate the benefit of your role and approach to stakeholders and partners
  • Experience of both the early creative design stages, as well as the latter practical delivery stages of projects, and proven ability to carry ideas through to completion
  • Experienced in telecoms industry would be desirable
  • Digital background with customer experience focus would be desirable
  • Ability to lead from the front with strong stakeholder management and influencing skills

About Capita | Customer Management - O2:

Capita Customer Management is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India. Capita runs and manages O2's customer service centres and supports O2 as it enhances and expands its digital service offering to customers. In line with O2's vision for the business, Capita is transforming the whole of the O2 operation to ensure the service is meeting changing customer interaction needs as well as using customer data and insight to create a more personalised customer experience

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. As well as a generous basic salary, we also give you 23 day's holiday (rising to 27), car allowance, company matched pension scheme and access to a variety of voluntary benefit options

What we hope you will do next:

Help us find out more about you by completing our short application process - click apply now

| Become a Change Maker |

Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

Similar jobs

Similar jobs