Customer Journey Manager - Business Change Operating Model

Customer Journey Manager - Target Operating Model specialism

Our client is a major bank who require a contractor in Edinburgh to act as Customer Journey Manager / Target Operating Model specialist.

Customer Journey role

The CJM plays a crucial role in product development; assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions Also plays a key role (along with the rest of the feature team) in making sense of this insight and factoring it into prioritisation approaches and design choices. The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

TOM experience requied

Ideal applicant will come from an Financial Services / banking background and be also able to demonstrate Target Operating Model experience within the Customer Journey banking world. Including making changes to existing Operating Models as well redesigning new TOM's from scratch.