Experienced Customer Journey Manager – Delivering Seamless Customer Experiences through Data-Driven Insights and Process Optimization

Welcome to blithequark

At blithequark, we're on a mission to make money work for everyone, simplifying the complexities of traditional banking and creating a more inclusive financial system. With a history of innovation and a commitment to customer satisfaction, we've grown from a prepaid card to a comprehensive financial services provider, offering personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards in the UK. Our customers can also save, invest, and combine their pensions with us, all while enjoying award-winning customer service and financial education on social media.

About Our Customer Journey Team

The Customer Journey team at blithequark is dedicated to mapping and optimizing customer experiences across all touchpoints, identifying pain points, ensuring compliance, and creating seamless processes that enhance customer satisfaction. We work closely with stakeholders in our Retail, Payments, and Fraud product and ops teams, employing data-driven insights to deliver improvements and ensure our services excel in delivering exceptional customer value.

Job Overview

As a Customer Journey Manager at blithequark, you'll play a key role in owning the daily development of journey maps and identifying areas for improvement. You'll work closely with the Customer Journey Lead, engage with cross-functional teams, gather insights, and ensure our processes align with established standards. You'll also participate in a community of practice focused on sharing knowledge and continually refining our approach to customer journeys.

Key Responsibilities

As the owner of journey mapping, you will:

• Collaborate with key teams and experts to map customer journeys according to established blueprints, ensuring alignment with real-world processes.
• Lead workshops to refine journey maps, integrating feedback, and secure approval from service owners and stakeholders.
• Own the analysis of data to identify and prioritize improvements within mapped journeys, focusing on enhancing customer experience.
• Work closely with product and operational teams to implement necessary changes and optimize Customer Experience standards.
• Take responsibility for testing journey processes to ensure they meet customer expectations and comply with regulations, addressing potential risks and ensuring communications are effective.

Essential Qualifications

We're looking for a candidate with:

• Extensive background in customer journey analysis, process optimization, or a related field.
• Strong ability to analyze and interpret complex data sets to identify and capitalize on improvement opportunities.
• Aptitude for working independently, managing multiple projects, and meeting deadlines.
• Exceptional communication skills, capable of effectively presenting to and interacting with a diverse range of stakeholders.
• Proficiency in customer journey mapping, translating domain knowledge into actionable process maps that facilitate collaboration with product and technical teams.
• Familiarity with Consumer Duty/Conduct Risk regulation, ensuring compliance across customer journeys.
• Meticulous attention to detail in tracking progress and maintaining high standards across all projects.

Preferred Qualifications

Desirable qualifications include:

• Lean Six Sigma Certification, ideally at the Green Belt level, demonstrating proficiency in process improvement methodologies.

Skills and Competencies

To succeed in this role, you'll need:

• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify areas for improvement.
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Strong project management skills, with the ability to manage multiple projects and meet deadlines.
• Proficiency in customer journey mapping tools and techniques, with the ability to translate domain knowledge into actionable process maps.
• Familiarity with regulatory requirements and compliance standards, with the ability to ensure compliance across customer journeys.

Career Growth Opportunities

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Customer Journey Manager, you'll have access to:

• A £1,000 learning budget each year to use on books, training courses, and conferences.
• Opportunities for professional development and career advancement, with a focus on promoting from within.
• A community of practice focused on sharing knowledge and continually refining our approach to customer journeys.

Work Environment and Company Culture

At blithequark, we're proud of our inclusive and supportive company culture. As a Customer Journey Manager, you'll enjoy:

• Flexible working hours and the ability to work from home, with a MacBook and support for your work-from-home setup.
• A collaborative and dynamic work environment, with a focus on teamwork and open communication.
• A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive environment for all employees.

Compensation and Benefits

As a Customer Journey Manager at blithequark, you'll enjoy a competitive salary range of £40,400 - £54,600, plus share options and a range of benefits, including:

• A £1,000 learning budget each year to use on books, training courses, and conferences.
• Flexible working hours and the ability to work from home, with a MacBook and support for your work-from-home setup.
• A collaborative and dynamic work environment, with a focus on teamwork and open communication.
• A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive environment for all employees.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong background in customer journey analysis and process optimization, we'd love to hear from you. Please apply through our website, and we'll be in touch to discuss the next steps.

Application Process

The application process for this role will involve:

• A 20-minute recruiter call to discuss your application and answer any questions you may have.
• A take-home task to assess your skills and experience.
• A 1-hour values and role-specific interview to discuss your application and fit for the role.

Equal Opportunities

At blithequark, we're committed to equal opportunities for all employees, regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, or disability status. We're an inclusive and supportive employer, and we welcome applications from all qualified candidates.