Customer Journey Manager

Job Title: Customer Experience Improvement Lead
Location: Bristol, Birmingham, Castle Donnington, Cardiff

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Your Role:

Lead Customer Journey Mapping & Service Design
- analyse end-to-end customer journeys across key services (eg, power cuts, connections, Priority Services Register).
- Identify pain points and accessibility barriers, especially for customers with additional needs.
- Collaborate with digital and operational teams to co-design inclusive service experiences.

Drive Process & Service Improvement
- Partner with various teams to redesign processes that enhance efficiency.
- utilise Lean, Six Sigma, and service design methodologies to streamline workflows.
- Facilitate root cause analysis and continuous improvement workshops.

Manage Change & Implementation
- Develop business cases for journey improvement initiatives, ensuring alignment with strategic goals.
- Oversee cross-functional projects from ideation to implementation.
- Champion new processes and tools through effective training and communication.

Provide Strategic Leadership
- Contribute to the development of the overall customer experience strategy.
- Serve as a subject matter expert in customer-centric thinking.
- Benchmark against industry best practises to keep the organisation at the forefront of CX innovation.

What We're Looking For:

• A proven track record in leading customer journey improvement initiatives with measurable impact.
• Proficiency in journey mapping and data analysis tools (eg, Power BI, Qualtrics, Miro, Excel).
• Certification in Lean Six Sigma, CXPA, or Design Thinking is a strong plus.
• A Bachelor's degree in Business, Marketing, Psychology, or Service Design; a Master's degree is preferred.

What's in It for You?

• Join a collaborative and innovative team focused on customer satisfaction.
• Opportunity to drive meaningful change in the energy sector.
• Competitive salary and benefits package.