Company Description

For more than 20 years, Talan has been advising companies and administrations, supporting them, and implementing their transformation projects in the UK and abroad. With a presence on four continents and a headcount of 6000 consultants, our ambition is to reach a billion turnover by the end of 2025.

In the UK, Talan counts 500 employees on several sites, the main being: London, Birmingham, Edinburgh and Chester, Leeds.

Job Description

Customer Journey Optimization Manager.

As part of the Process Intelligence and Automation Team, you will have a fantastic opportunity to work on various cutting-edge automation technologies, with access to some of the finest clients in Investment Banking, Energy and Legal Sectors - on challenging and exciting projects.

Our consultants are at the heart of everything we do. We invest heavily in the training and development of our team, hold monthly socials in each region, and regular lunches to catch-up with teams on site.

This role is to develop a clear strategy for continuous improvement of the customer journeys. This involves identification, prioritization and optimization customer journeys customers across Business Banking propositions, coordinating operational implementation and post implementation control.

Customer journeys are critical to deliver optimum customer service, enabling a seamless customer experience of business banking servicing.

• Experienced change manager: highly organized with strong attention to detail
• Work with a Lean and Agile mindset, re-prioritizing strategic focus where required
• Business leader: ability to work autonomously; drive change; and own major deliverables which directly impact customers.
• Excellent communicator: Manage senior stakeholders; lead key governance/working groups; engage with multiple areas of the business.
• Develop a strategy and implementation approach to  identification, prioritization and optimization customer journeys customers across Business Banking propositions
• Utilise Lean Six Sigma principles to deliver optimized customer journeys for Business Banking customers.

Qualifications

• Programme Management skills e.g. Managing, leading and actively undertake planning, risks & issues management
• Evidence of working in a customer centric change environment
• Lean Six Sigma skillset and qualifications
• Strong stakeholder management skills and comfortable working alongside Business and UKT delivery partners
• Experience in data analysis; scrutinizing big data and ascertaining key takeaways
• Excellent interpersonal skills with strong communication skills both written and verbally
• Self-starter, who can work pro-actively with minimum supervision