Customer Journey Transformation Lead - Southend-on-Sea, United Kingdom - NatWest Group

NatWest Group

Verified Company

Southend-on-Sea, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our people work differently depending on their jobs and needs.

From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Journey Transformation Lead

Take on an influential role in which you'll be proposing customer journey targets and sequencing
Working with customer journey goal leads and customer journey managers, you'll prioritise and sequence the customer journey roadmap, and align investment and delivery to agreed outcomes
You'll have a real opportunity to add value and deliver lasting results in this role, while enjoying lots of stakeholder exposure

What you'll do:

As a Customer Journey Transformation Lead, you'll be providing oversight across all goals set by the customer journey managers to make sure they are challenging and impactful.

Working in partnership with customer journey goal leads and customer journey managers, you'll be setting targets aligned to desired outcomes and making sure that there is consistency across the journeys.

You'll also be:

Planning and shaping the portfolio of customer journeys
Setting customer journey targets and defining the customer journey roadmap
Working with the business to set customer journey objectives and investment targets
Supporting the delivery, standup and effective implementation of Customer Journeys across our Franchises
Driving the design, delivery and roadmap of Onebank tools, techniques, methodologies and frameworks that enable effective transformation to a Journeybased Operating Model, and its strategic outcomes

The skills you'll need:

To join us in this role, you'll need significant experience working in customer journeys within large complex organisations.

You'll also demonstrate:

Knowledge of risk framework, systems and controls
Strategic thinking and the ability to simplify complex and conflicting tasks and positions, making sure that these are effectively managed and communicated
Strong communication skills with a track record of influencing a wide range of audiences to represent their function
Strong understanding and experience in customer centric design as well as delivery methodologies and frameworks (Lean, Systems Thinking, Agile, Customer Led Design)