Experienced Customer Journey Manager – Delivering Exceptional Customer Experiences through Process Optimization and Innovation at blithequark

Introduction to blithequark At blithequark, we are on a mission to make money work for everyone, simplifying the complexities of traditional banking and financial services. With a history of innovation and customer-centric approach, we have grown significantly over the years, offering a wide range of products and services including personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Our goal is to solve problems and change lives, and we are committed to creating magical moments for our customers through our award-winning customer service, financial education, and user-friendly products. About the Customer Journey Team The Customer Journey team at blithequark is dedicated to mapping and optimizing customer experiences across all touchpoints. Our mission is to identify pain points, ensure compliance, and create 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 We are looking for an experienced Customer Journey Manager to join our team, taking ownership of the daily development of journey maps and identifying areas for improvement. As the owner of journey mapping, you will collaborate with key teams and experts to map customer journeys in accordance with established blueprints, ensuring alignment with real-world processes. You will lead workshops to refine these journey maps, integrating feedback, and securing approval from service owners and stakeholders. Key Responsibilities 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 To be successful in this role, you will have: 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 While not essential, the following qualifications are desirable: Lean Six Sigma Certification, ideally at the Green Belt level, demonstrating proficiency in process improvement methodologies. Skills and Competencies To excel in this role, you will possess: Strong analytical and problem-solving skills, with the ability to think critically and creatively. Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders. Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously. Strong attention to detail, with a focus on delivering high-quality results. Ability to adapt to changing priorities and deadlines, with a flexible and resilient approach to work. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Journey Manager, you will 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 collaborative and supportive work environment, with a strong emphasis on teamwork and knowledge sharing. Work Environment and Company Culture At blithequark, we pride ourselves on our inclusive and diverse company culture. We offer: Flexible working hours and a trust-based approach to work, with the ability to work from home and manage your own schedule. A Macbook and support for your work-from-home setup, to ensure you have the tools and resources you need to succeed. A range of benefits, including share options, to recognize and reward your contributions to the company. Compensation, Perks, and Benefits We offer a competitive salary range of £40,400 - £54,600, plus share options and a range of benefits, including: Flexible working hours and a trust-based approach to work. A £1,000 learning budget each year. A Macbook and support for your work-from-home setup. Share options and a range of other benefits, to recognize and reward your contributions to the company. Application Process The application process for this role consists of three key steps: 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 in customer journey mapping and process optimization. A 1-hour values and role-specific interview, to discuss your application and fit for the role. This process should take around 2-3 weeks, and we promise to be as flexible as possible to accommodate your schedule. Conclusion If you are a motivated and experienced customer journey professional, looking for a new challenge and opportunity to make a real impact, we encourage you to apply for this role. At blithequark, we are committed to creating a positive and inclusive work environment, and we look forward to hearing from you. Equal opportunities for everyone are a priority for us, and we are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, or disability status.