Journey Optimisation Manager

Independent Clinical Services
Manchester, UK
27 Aug 2019
28 Sep 2019
Contract Type
Full Time
Job Title: Journey Optimisation Manager

Department: ICS Digital Transformation

Location: Various Locations

Salary: £40 - 44k per annum + bonus + excellent company benefits

Full Time - Permanent Contract

ICS is one of the UK's leading healthcare staffing providers. Our aim, which underpins everything we do, is to be the first choice for health, life sciences and social care professionals and clients. Our recent achievements have seen us outperform our main competitors with strong growth across each of our markets.

We currently have an exciting opportunity for a Lean Six Sigma qualified individual, to join our growing Digital Transformation Team within the role of Journey Optimisation Manager.

Within this role you will be supporting the Head of Customer Journey Optimisation to shape and deliver our digital transformation strategy across several of our ICS brands. You will be responsible for leading a team of Business Improvement Managers ensuring improvement of the end to end candidate, client and managed services experience across all ICS processes, systems, policies and proposition.

ICS is the market leader in the provision of healthcare professionals across approx. 24 brands, this role is key to improving our standing in the market, and we have plans to support significant growth across our businesses.

As you will be supporting several brands, regional travel to other offices will be expected with some flexibility to be home based.

Responsibilities Include
  • Working with the Head of Customer Journey Optimisation on shaping and delivering our Digital Transformation strategy
  • Understand and document our end to end processes, mapping end to end customer journeys
  • Work with the business to create business cases and help to measure and assess the end outcomes once implemented
  • Manage business improvement managers to ensure successful completion of their tasks and duties
  • Lead and facilitate workshops with stakeholders and SME's
  • Work with the business to create experience principles by brand and embed into overall change and environment

About You
  • Excellent communications skills
  • Strong relationship builder with the ability to build relationships with both internal and external stakeholders
  • Passionate about customer experience improvement and innovation
  • Excellent quantitative and qualitative skills
  • Good at cultivating and delivering upon working relationships

  • Lean Six Sigma qualification is essential
  • Minimum of 2 years' experience working within a role delivering end to end customer experience improvement
  • Background in consultancy work or experience within a customer service organisation
  • Strong working knowledge of Microsoft Office and Microsoft Visio
  • Proficient project management skills and experience across technical, process proposition and policy improvements

What we can offer you

In exchange for your hard work we can offer you in addition to the salary an annual bonus based on performance paying up to 15%, in addition to company benefits which include 25 days annual leave + bank holidays which increase with years of service, company pension scheme where we match your contribution up to 5% plus many more excellent benefits.

Our commitment to employee development through training, personal development plans, professional qualification support and career progression, has resulted in excellent retention levels. If you are looking for a role where you are a valued member of a key business function, where you can push your career forward in a company that continues to grow year on year, then contact us now with your current CV to apply.

The ICS Group is an equal opportunities employer

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